Customer Experience Lead

Inked Brands•Bowling Green, KY

About The Position

Inked Brands is seeking a service-obsessed, cheerful leader with superb written and verbal communication skills to lead our customer service team in Bowling Green, KY. We work with small brands to create thoughtful products to sell directly to consumers and through a variety of wholesale channels. Our team is fun, creative, and serious about service and style. This role is highly communication-driven, with a strong emphasis on email and social media messaging. It is not a phone-based customer service position. You’ll oversee customer care activities, respond to service inquiries, and compile data. As the Customer Experience Manager, you’ll also train, coach and motivate team members and provide support and guidance in leadership responsibilities.

Requirements

Passion for customer service and experience – this one’s first for a reason.
Management experience leading a team of direct reports.
Organizational Skills – Demonstrates strong planning skills, prioritizing and managing conflicting demands to meet deadlines; effectively ‘wears multiple hats’.
Communication – Superb interpersonal and verbal/written communication skills, including experience with word processing programs. Great listener, able to patiently assess customer needs and instill confidence in solutions. Builds relationships and works collaboratively in a team environment.
Detail Orientation – Exhibits a high level of accuracy.
Change Agility – Able to navigate successfully and positively in a fast-paced, high-growth environment where change occurs rapidly.
Judgment and Decision Making – Considers the relative costs and benefits of potential actions to choose the most appropriate one; looks beyond things accepted as “given” to suggest creative approaches.
Cultural Fit – Embodies and inspires a positive attitude, in support of our unique culture founded on the principals of excellence, respect, accountability, integrity, enjoyment and diversity.
Candidates must be able to pass a pre-employment background check and drug screen.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Work collaboratively with the team to deliver outstanding, distinctive customer support in keeping with operational and financial constraints.
Work closely with other departments to anticipate customer reactions, problem solve, gather insights, etc., ensuring successful implementation of promotions.
Communicate extensively with customers via email, live chat, and social media platforms to resolve inquiries and build relationships.
Display swift decision-making and superior conflict resolution skills specifically relating to trending customer feedback, in-the-moment judgement. Make discretionary decisions on credits and refunds to customers, while being accountable to budget.
Create, document, and enforce departmental policies and procedures.
Utilize monthly performance metrics to train, coach, and motivate others.
Manage team schedules to payroll budget, forecast personnel needs, and provide support and guidance to your team. Delegate and follow up on tasks to ensure efficient completion of work center responsibilities.
Support continuous improvement, challenging the status quo and offering creative solutions. Leverage contacts throughout the company and customer base to best serve customer needs.
Provide administrative support for various systems related to the customer experience – LiveChat, PayPal, Stripe, Afterpay, Doddle, AGorapulse, Etsy, etc.
Monitor message boards and social media accounts for feedback and proactively provide solutions.
Provide administrative support for key product launches (may require abbreviated night/weekend hours at times, though rare).
Prepare, analyze, and communicate data and insights for directors as necessary, related to both eCommerce and Wholesale customer experience and operations.
Build relationships with our customer base, supporting a sense of community. Collect/compile accurate feedback from customer base on their experience.
Contribute to and support a positive, creative, and collaborative culture and continuously improve efficiency, communication, and work product.