Customer Experience Manager
About The Position
Every customer interaction is an opportunity to earn a customer for life. The UNRL Customer Experience Manager will lead our Customer Service Department to drive that mission forward. This role is ideal for someone with a strong background in customer service management who can identify, implement, and optimize systems to improve the overall customer experience. As a player/coach, you will oversee a team of customer service representatives, define our brand’s voice and tone, and ensure consistent, high-quality customer interactions. This role is hands-on, requiring you to jump into tickets when needed, while also focusing on big-picture strategy, process improvement, and cross-department collaboration. This is an exciting opportunity to make a lasting impact on our customer experience strategy while leading a team dedicated to providing Best in Class service. If you’re passionate about enhancing customer interactions, leveraging technology and improving systems, we’d love to hear from you.
Requirements
- Proven experience in a customer service leadership role, with 4+ years of prior people management experience.
- Tech-savvy and systems-focused, with experience in CRM tools, help desk platforms, and automation solutions.
- Strong analytical skills, capable of leveraging data to improve customer satisfaction and efficiency.
- Exceptional written and verbal communication skills, with the ability to de-escalate situations and craft empathetic responses.
- Ability to solve problems on the spot, particularly when handling frustrated customers.
- Empathetic and customer-focused, with a passion for delivering exceptional service.
- Experience in training and developing customer service teams.
- Ability to work in-office and collaborate cross-functionally with other departments.
- Creative mindset, able to think outside the box to improve customer engagement and experience.
Responsibilities
- Oversee the Customer Service Department, managing and supporting a team of customer service representatives.
- Develop and refine customer service policies, ensuring consistency across all customer interactions.
- Monitor and analyze customer service KPIs and data to identify trends, pain points, and areas for improvement.
- Manage and optimize customer service tools and systems, exploring automation and AI to enhance response times.
- Directly handle customer service tickets and phone inquiries as needed, stepping in during high-volume periods.
- Develop and implement a training program to ensure all customer service reps maintain a consistent and effective communication style.
- Ensure a strong, consistent brand voice and tone across all customer interactions, including email, phone, and in-person communication.
- Collaborate with marketing and eCommerce teams to improve the website, reducing the need for customer service inquiries.
- Oversee returns and exchange orders and analyze KPIs to identify areas for improvement between product and website.
- Manage the phone system and call inquiries, ensuring a high level of professionalism and problem-solving ability.
- Think outside the box to enhance customer engagement, proactively finding new ways to create meaningful connections.
- Work cross-departmentally (supply chain, fulfillment/distribution, marketing, etc.) to identify and resolve customer experience challenges.
Benefits
- Health & Dental Insurance (Immediate Eligibility)
- Vision Insurance (Immediate Eligibility)
- 401(k) Retirement Plan with employer match (Eligibility begins after 1 year of employment)
- Annual 401(k) Profit Share Bonus (Eligibility begins after 1 year of employment)
- UNRL annual contribution to HSA
- Discount on UNRL Product
- Paid time off (PTO) + 7 paid holidays
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
