Customer Experience Manager

HD Buttercup is looking for a Customer Experience Manager to join our team! The Customer Experience Manager will be responsible for supporting and managing a growing team of Customer Experience Representatives. This role will provide world class customer support by leading and motivating the team, tracking and flagging any customer concerns, and work with Director of CX to implement processes with the customer experience top of mind. We’re looking for strong team players with exceptional interpersonal skills, keen sense of urgency, and ability to think on their feet.

To apply, please send your resume to careers@hdbuttercup.com with the position in the subject line.

Primary Functions & Responsibilities

·         Provide support on CX Rep’s day to day by answering any questions or clarifying any processes. Work with the team to provide solutions quickly and correctly to the customer.

·         Monitor CX Reps and manage schedule to ensure coverage during business hours. 

·         Track and collect examples of any recurring issues to work on solution with upper management.

·         Conduct one on ones to provide feedback and coaching to our current CX team. 

·         Be the liaison to work with design team and vendors to resolve any customer issues.

·         Conduct QA Program on a monthly cadence to provide feedback on tickets and calls. 

·         Resolve escalated customer situations to ensure a positive customer experience. 

·         Assist with interviewing CX agents to bring on board candidates.

·         Build out training program to onboard new CX Reps and provide continuous training to current team. 

·         Build out SOPs and continuously update documentation as we make changes to processes. Work with upper management to provide solutions on refining current SOPs.

·         Write copy for FAQs and continue editing as the business continues to evolve and progress.

·         Additional Customer Experience tasks and projects

Skills and Knowledge

·         Bachelor's Degree required

·         4+ years experience managing a customer service team required.

·         Proficiency with MS Office, Zendesk, Contivio, and Shopify is a plus.

·         Excellent verbal and written communication skills.

·         Strong sense of professionalism and discretion required.

·         Ability to multitask, prioritize, and manage time efficiently.

·         Ability to manage and lead a team.