L&D Manager

Comfrt

3d•Remote

About The Position

The Learning & Development Manager partners with multiple CX leaders building relationships and fostering trust through their expertise. This role is across all policies and processes as they relate to customer experience and partners directly with leadership ensuring teams are aligned on policies, processes and any flagged issues. This role manages quality assurance across all teams and vendors, along with maintaining the training library.

Requirements

3+ years of Customer service experience with a track record of providing excellent customer service
High level of understanding of CRM Platform (Gorgias, Zendesk) and communication tools
Advanced computer skills including Microsoft Windows and Google Suite
Ability to multitask & self manage time spent on tasks to ensure maximum output
Strong problem solving skills to ensure a positive experience for all customers
Remain positive and promote a culture of continuous improvement and engagement within the team
Must be organized, a self starter, and have strong interpersonal skills to work effectively and build strong relationships with business partners
Excellent written, verbal, and presentation skills
Experience training

Nice To Haves

Experience in retail ecommerce direct to consumer operations preferred
Experience with Shopify Plus, Excel and Google Suite is desirable

Responsibilities

Provide outstanding service to our customers with a warm and empathetic approach in line with the Comfrt brand and voice across all platforms
Respond to customer inquiries across several channels - email, SMS, chat
Ability to multitask & self manage time spent on tasks to ensure maximum output
Problem solve to create a positive experience for all customers and produce high satisfaction ratings
Strive to take on additional tasks that help to push the organization's goals forward
Remain positive and promote a culture of continuous improvement and engagement within the team
Meet and strive to exceed individual and team Customer Experience KPI's and targets
Fulfill end to end customer service and support customers with escalated enquiries through to resolution. Independently problem solves in escalated customer situations with minimal escalation to management.
Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave
Be a policy & process expert and assist agents with questions in the Slack Channel
Partner on QA and ensure training practices are implemented across all inquiry reviews
Assist with QA and training updates for any existing and new AI platforms
Monitor and report on team CSAT performance, including Service Recovery
Manage macro library within ticketing system, including updates, tags, etc, are consistent and accurate
Following up on all negative reviews, QA, and weekly/monthly snapshots
Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience
Maintain Lessonly Learning Library and create new lessons when needed
Lead agent onboarding
Sending SOD/EOD Reports
Complete Weekly Team Meeting slides