Customer Experience Team Manager

The CX Team Manager provides leadership to onshore and offshore email 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 attendance objectives are met.

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

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

*Please note this is a 6 month FT temp assignment*

*SF based preferred, but not required*

Responsibilities:

• Assist in monitoring timesheets including time off requests, schedules, and timesheet approvals
• Report daily productivity and other various data
• Ability to work with other departments to obtain information on behalf of the customer
• Ability to provide feedback to agents and help constantly improved team performance and morale
• Resolve escalated customer issues
• Assist in monitoring staff correspondence and provide coaching and education daily. Ensure accuracy in such transactions, and adherence to quality customer service standards
• Be up to date on all Fellow products and troubleshooting
• Effectively coach and provide feedback to agents daily
• Accountable for the implementation and administration of Fellow policies and procedures
• Responsible for assisting in driving productivity, quality and customer satisfaction goals/KPI’s
• Create and maintain a high-quality remote work environment so team members are motivated to perform at their highest level
• Ability to thrive in a fast-paced, high-energy, team-oriented environment and have a “roll up your sleeves” and “today not tomorrow” mentality.
• Provide daily direction and communication to employees so that calls are placed/answered in a timely, efficient, and knowledgeable manner

Requirements:

• Knowledge of Fellow products and services
• Effective decision making to mitigate risk exposure
• Proficiency with Looker
• Experience working for electronic and/or complex products is preferred
• Demonstrated experience achieving objectives
• Proficiency with MS Office Products such as Outlook, Word, Excel, and PowerPoint
• 3+ years of experience managing people preferred
• Leadership experience in a technical call center environment
• Prior experience in the coffee gear industry preferred
• Proficiency with ZenDesk (advanced knowledge preferred)

Perks + Benefits:

• Sick Time Accrual
• Fellow Gear + Employee Discounts
• Holiday Pay *additional details will be provided

Our highest goal at Fellow is creating a safe, inclusive, and rewarding environment where everyone can bring their whole selves to work and thrive. We are committed to building diverse teams and strongly encourage people from underrepresented groups, including but not limited to women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

Fellow is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity, gender expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.