Job details

Assistant CX Manager

Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Scheduling

Ensure the CX Support Team schedule closely matches forecasts

Identify and implement agent schedule changes
Approve/Deny PTO and Make-Up Days
Coordinate break-times

Approving timesheets

Zendesk Management

Escalated Cases

Handling all ‘Manager request’ phone calls
Sending warning messages to customers

Monitoring the inbox

Moving tickets to prevent a backlog
Moving tickets to minimize response time

Quality Assurance Support

Complete monthly QA assignments by the 20th of each month

Performance Coaching

Hold 1x1 “Check-in” meetings with CX Agents
Contribute to Performance Review process
Challenge/help agents hit their daily goals

Training/Team-building

Host regular re-training and team-building events for the CX Support Team
Update Nuclino articles as necessary
Create new macros and update processes as needed

Key Skills and Other Responsibilities

Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
Be respectful to customers and co-workers and lead a positive, productive, team oriented work atmosphere
Understand and exemplify the Proper Cloth mission and values
Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

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What You Should Know About Assistant CX Manager, Proper Cloth

The Assistant CX Manager at Proper Cloth will have the rewarding opportunity to assist in managing our Customer Experience Support Team, ensuring that our agents are supported in their day-to-day tasks. You’ll play a crucial role in scheduling, keeping an eye on forecasts to optimize team schedules, and implementing changes as necessary. You’ll get to approve or deny PTO and coordinate break times too, making sure our team runs smoothly. Your expertise in Zendesk management will shine through as you handle escalated cases and manage customer requests with grace and professionalism. Quality assurance is a key part of this role as well, requiring you to complete monthly QA assignments and guide agents in meeting their performance goals. This position isn't just about managing tasks; it’s also about empowering others. You'll host re-training sessions and team-building events, creating a collaborative and engaged atmosphere where everyone can thrive. Your ability to handle customer escalations diplomatically will make you a leader in our team. You will also maintain solid communication with the Head of CX, sharing insights and innovative ideas to drive efficiency. It's essential that you embody our Proper Cloth values, ensuring a respectful and productive environment while mastering our products and processes. If you are confident, resilient, and have a growth mindset, this might just be the perfect role for you to make a significant impact in our community and beyond!

Frequently Asked Questions (FAQs) for Assistant CX Manager Role at Proper Cloth

What are the primary responsibilities of the Assistant CX Manager at Proper Cloth?

The Assistant CX Manager at Proper Cloth is responsible for managing the CX Support Team, which includes scheduling shifts, handling escalated customer cases, and conducting performance coaching sessions with team members. Additionally, the role requires you to manage the Zendesk system to ensure tickets are addressed promptly and efficiently, along with maintaining quality assurance through monthly assignments.