Customer Experience Manager

KREWE•New Orleans, LA

3h•Onsite

About The Position

The Customer Experience Manager will own and evolve KREWE’s customer experience strategy, focusing on best-in-class service, proactive resolution management, and scalable operational processes to drive customer satisfaction and retention. This role involves overseeing the day-to-day operations of the Customer Service team, including customer resolution, order management, ecommerce return processing, chargebacks, product reviews, and frame repair inquiries. The manager will be responsible for transforming escalated support tickets into memorable brand experiences and managing high-volume customer service periods by forecasting needs, hiring, and training seasonal support to ensure all SLAs are met. Additionally, the manager will lead and develop a team of on-site customer service agents, fostering a high-performance, customer-first culture, coaching on performance management, escalation handling, brand voice, and best practices. The role also involves serving as the organizational champion for KREWE’s Second Chances warranty program, monitoring and managing NPS feedback, tracking and analyzing customer feedback trends, and partnering cross-functionally with other teams to translate insights into operational improvements. Finally, the manager will own reporting and dashboards for the Customer Service department, translating performance data into actionable insights, identifying opportunities for system and process improvements, and maintaining the Customer Service knowledge base, policies, procedures, and training documentation.

Requirements

5+ years in ecommerce or DTC customer service operations with direct people management experience.
Extensive experience with Customer Service and ecommerce platforms and tools.
Strong analytical and reporting skills with experience creating and maintaining dashboards.
Proven experience managing and developing high-performing teams in a fast-paced environment.
Experience building and managing dashboards and reporting for metrics such as CSAT, NPS, response times, and SLA performance.
Track record of meeting or exceeding customer service KPIs, SLAs and performance targets.
Experience maintaining and evolving policies and procedures.
Highly collaborative with a genuine passion for customer service and a non-hierarchical attitude.
The candidate must be a proactive problem solver, people-first leader and a lifelong learner.

Nice To Haves

Experience with AI-enabled customer service tools

Responsibilities

Own and evolve KREWE’s customer experience strategy with a focus on best-in-class service, proactive resolution management, and scalable operational processes that drive customer satisfaction and retention.
Oversee the day-to-day operations of the Customer Service team, including customer resolution, order management, ecommerce return processing, chargebacks, product reviews, and frame repair inquiries.
Turn escalated support tickets into memorable brand experiences, utilizing sound judgement, empathy and creativity to reinforce KREWE’s commitment to exceptional experiences.
Manage high-volume customer service periods by forecasting needs, hiring and training seasonal support, and ensuring all SLAs are consistently met.
Lead and manage a team of on-site customer service agents, fostering a high-performance, customer-first culture.
Coach and develop team members on performance management, escalation handling, brand voice, and customer resolution best practices.
Establish departmental KPIs and individual performance goals, monitor performance, and implement coaching plans when needed to ensure consistent achievement of targets.
Serve as the organizational champion for KREWE’s Second Chances warranty program, maintaining policies, overseeing claim workflows, and supporting escalated cases.
Monitor and manage NPS feedback daily, ensuring timely responses to customer comments and thoughtful follow-up with detractors and promoters when appropriate.
Track and analyze NPS trends and customer feedback, identifying recurring themes, surfacing potential product or operational issues, and recommending improvements to enhance the customer experience.
Partner cross-functionally with Product, Retail, Ecommerce and Fulfillment teams to ensure insights from customer feedback are communicated and translated into operational improvements.
Own reporting and dashboards for the Customer Service department, including key metrics such as Total Response Time, First Response Time, CSAT, NPS, discount utilization.
Translate customer feedback and performance data into actionable insights and operational improvements.
Identify opportunities to improve systems, tools, and processes to enhance efficiency, customer satisfaction, and scalability.
Maintain and evolve the Customer Service knowledge base, policies, procedures, and training documentation.