Customer Experience Manager Jobs

The CX Manager provides leadership to onshore and offshore customer experience agents. In this role, you will have the opportunity to develop employees to achieve operational and customer satisfaction results while ensuring service levels, quality, and efficiency objectives are met.

The CX Manager will accomplish all of this while living out Fellowship Thinking, our leadership principles:

• Fellowship Thinking never stops improving.
• Fellowship Thinking says “yes, if”.
• Fellowship Thinking centers our customers, always.
• Fellowship Thinking deliberately seeks equity.
• Fellowship Thinking views all goals as shared.

Responsibilities:

• Perform robust QA on customer interactions and effectively coach and provide feedback to agents daily
• Assist in monitoring timesheets including time off requests, schedules, and timesheet approvals
• Create and maintain a high-quality remote work environment and motivate team members to perform at their highest level
• Communicate and implement any changes to Fellow policies and procedures
• Be up to date on all Fellow products and troubleshooting (electric and non-electric)
• Drive productivity, quality and customer satisfaction goals/KPI’s with a remote workforce
• Ensure accuracy in transactions, and adherence to quality customer service standards
• Report daily quality and productivity metrics and other various data
• Provide daily direction and communication to employees so that customer inquiries are answered in a timely, efficient, and knowledgeable manner
• Assist in monitoring staff correspondence and provide coaching and education daily
• Resolve escalated customer issues

Requirements:

• Prior experience in the coffee gear industry preferred
• Leadership experience in a technical call center environment
• Proficiency with ZenDesk and Explore (advanced knowledge preferred)
• Demonstrated experience achieving objectives
• 5+ years leadership and management experience
• Demonstrated experience in a complicated product troubleshooting environment
• Experience leading a remote workforce (both onshore and offshore)
• Basic proficiency with quality and efficiency KPIs measured in a customer experience environment
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality
• Effective decision making to mitigate risk exposure
• Startup experience preferred
• Ability to work with other departments to obtain information on behalf of the customer

Benefits:

• 401k with company contribution after 6 months of employment
• Competitive compensation including employee equity plan
• Medical/dental/vision insurance
• Best coffee anywhere
• Generous discount on Fellow products
• Specific benefits for remote employees
• Generous paid time off plan
• Better Yourself Wellness credit & Better Your Community donation matching