Consumer Experience Team Lead

ABOUT THE ROLE:

The CX Team Lead is responsible for providing superior customer service, marketing insights and basic tech-support to our couples! You will serve as an escalation specialist within our CX teams, help manage daily, weekly, monthly and quarterly reporting, as well as consistently managing consumer questions via phone, email, social channels and/or live chat. Strong communication and problem-solving skills are a must.

RESPONSIBILITIES:

• Accurately, efficiently and professionally answer all incoming phone calls, emails and/or live chats;
• Have an understanding of the significance of providing great customer service and adhere to high standards at all times;
• Establish a training protocol for assigned CX tasks and paths; execute this path for any new hires to the team;
• Serve as our front-line escalation rep to help mitigate couple and guest issues that were not resolved with a first time resolution;
• Coordinate and maintain a predetermined cadence of reporting for the CX cases/tickets. This will include evaluation of daily ticket volume and topics and dispatching tickets to the team to ensure SLAs are being met
• Will work closely with the CX Management team to align policies and procedures for Consumer Experience across our other brands;
• Will help manage Time Off requests and monitor timecards to ensure Reps are completing their information daily and Managers can approve in a timely manner
• Maintain a high productivity level, after training, to best serve our couples in a timely fashion
• Communicate thoroughly with Consumers, tech teams and other team members
• Problem-solve technical questions and issues that Consumers may have and work cross-departmentally to resolve them
• Assist difficult Consumers or situations with a calm and professional demeanor
• Take a proactive approach toward suggesting improvements for products and platforms that our consumers work with and in
• Continually learn new products and stay up to date with product releases to more accurately assist clients that contact us
• Ability to remain agile and learn new skills or processes if assigned to a different squad within CX

SUCCESSFUL TEAM LEAD, CONSUMER EXPERIENCE CANDIDATES HAVE:

• 1-2 Years of People Management Experience
• Able to work in a fast-paced work environment
• Ability to multi-task and excellent time management skills
• Excellent verbal and written communication skills
• Accurately type and respond to a Consumer on the phone at the same time
• Customer Service experience preferably in an online retailer or ecommerce position
• Comfortable handling difficult clients or situations, keeping calm.
• Must be able to work independently
• Must have excellent computer skills (Word, Excel, PowerPoint, Gmail, Google Docs) and the ability to learn new systems quickly.

#LI-REMOTE