Customer Experience Manager

  • New York, New York, United States
  • Full-time
  • Customer Service

We are seeking an aspiring manager to help lead our incredible customer experience organization.  This is a chance to join one of the highest rated customer service teams in the industry and an incredible startup menswear brand.  

Based in New York, our growing 20-person customer experience team excels at helping customers purchase perfect fitting custom shirts, suits and pants online and in person at our Soho showroom.  It’s a tough job, but as our customer reviews show (https://propercloth.com/dress-shirt-reviews), we’re committed to doing it well. 

Candidates should have at least 3-5 years experience working in a customer service role, a knack for managing others, and a strong desire to be the best in their field.  

 

Qualifications:

  • At least 3-5 years experience working in a customer service role
  • Experience working with cross-functional teams (Ops, Design, Marketing, etc)
  • Passionate with a ‘customer first’ approach
  • A strong desire to be the best in their field
  • Extremely detail oriented

Skills you should have

  • Excellent communication skills, both written and verbal
  • A natural ability to diffuse tense situations
  • A knack for strategic thinking and planning
  • The ability to lead a team and inspire others 

Things you will do

  • Coach and inspire the customer service team
  • Help interview new hires
  • Help plan and manage associate’s schedules
  • Prepare training materials and help to train new hires
  • Report on team metrics
  • Identify areas for process improvements and help implement changes
  • Handle escalated customer service cases
  • Develop new customer service policies
  • Perform quality assurance checks and audits to ensure standards are met
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