Customer Experience Manager

Naked & Thriving is an organic, botanical skincare brand dedicated to promoting healthy-looking skin. They are seeking a Customer Experience Manager to lead their customer support team, ensuring high-quality service and developing strategies to enhance customer satisfaction.

Responsibilities:

• Assuring the quality of the team’s customer support is best-in-class
• Develop insights to improve the customer experience
• Ensure the team is aligned with our brand’s tone of voice, mission, and values
• Develop best practices and disseminate to the team
• Identify processes’ gaps/areas for improvement, and design solutions
• Keep our response macros up to date
• Help the team develop/deepen their skills in customer support
• Help drive customer conversion
• Detect issues and escalate them immediately
• Provide insights to the rest of the company from our customers' inquiries/feedback
• Conduct regular coaching sessions, performance reviews, and one-on-one meetings
• Create intimate connections with customers by going above and beyond to provide best-in-class support
• Act as the voice of Naked & Thriving on the front line with customers via email, live chat, phone, and various social media accounts
• Own customer issues efficiently and effectively, from start to finish, utilizing empathy and creative problem-solving skills
• Develop detailed product and industry knowledge in order to help customers through their decision process and provide personalized recommendations
• Track and analyze key performance indicators (KPIs), including response times, resolution rates, and team productivity
• Develop action plans to address performance gaps and improve customer outcomes

Requirements:

• Minimum 3 years of experience in customer support management positions
• Strong EQ, with a desire to understand customers and their motivations
• Detailed, oriented, organized, and able to document information frequently
• Personable and relatable, with the ability to connect with customers. Calm in stressful situations
• Strong oral and written communication, with a keen eye to determine whether a situation calls for more formal or colloquial language
• Self-starter who can work independently and think on their feet
• A willingness to proactively challenge the norm, continually pushing us to deliver better service than we did the day before
• Familiarity with Zendesk and/or Shopify is a plus
• Must be willing to work US EST hours