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Client Experience Lead

2 months ago

West Jordan, Utah, United States The Little Milk Bar Full time
Job Description

About Us:

The Little Milk Bar is a pioneering e-commerce brand dedicated to empowering breastfeeding parents worldwide. Founded by women, our mission is to provide exceptional customer experiences that foster a sense of community and support.

Job Summary:

We are seeking a highly skilled Customer Experience Manager to lead our Customer Experience Team. As a key member of our organization, you will be responsible for ensuring our customers receive the highest level of service at every touchpoint. Your expertise will drive improvements, and your passion for customer-centricity will align with our values of empowerment, support, and inclusivity.

Key Responsibilities:

  • Lead and Manage the Customer Experience Team: Oversee the timely and effective responses to customer inquiries across all channels, ensuring seamless communication and resolution.
  • Monitor and Analyze Customer Feedback: Identify trends and areas for improvement, and proactively address any issues to maintain exceptional customer satisfaction.
  • Train, Mentor, and Support Team Members: Foster a positive and motivated work environment, providing guidance and development opportunities to ensure team members excel in their roles.
  • Handle Escalated Customer Issues: Provide solutions that align with our brand values and customer expectations, ensuring a high level of satisfaction and loyalty.
  • Track and Report on Key Customer Experience Metrics: Utilize data to drive decisions and measure success, ensuring continuous improvement and growth.

Requirements:

  • Proven Experience in Customer Experience or Customer Service Management: Ideally within an e-commerce or direct-to-consumer brand, with a strong understanding of customer-centricity and service excellence.
  • Experience in Customer Software Platforms: Familiarity with Shopify, Gorgias, Slack, or similar platforms is essential for effective communication and issue resolution.
  • Proficient in GSuite Applications: Google Calendar, Gmail, Sheets, and Docs are essential tools for managing customer interactions and team collaboration.
  • Demonstrated Ability to Learn New Tasks and Absorb Information Efficiently: A quick learner with a strong work ethic, able to adapt to changing priorities and deadlines.
  • Clear and Concise Communication Skills: Excellent written and verbal communication skills, with the ability to connect with customers on a personal level and convey complex information effectively.
  • Commitment to Discretion and Confidentiality: A strong understanding of the importance of maintaining confidentiality and discretion when handling sensitive customer information.
  • Proficient in Multitasking and Completing Tasks: Able to prioritize tasks, manage multiple projects, and meet deadlines in a fast-paced environment.
  • Capable of Working Independently or Collaboratively: A team player with the ability to work independently, with a strong sense of accountability and ownership.
  • Proactive Mindset with the Ability to Delegate Tasks: A self-motivated individual with the ability to delegate tasks effectively, ensuring seamless team collaboration and productivity.
  • A Passion for Supporting Mothers and Families: A strong alignment with The Little Milk Bar's mission and values, with a genuine passion for supporting breastfeeding parents and families.

Benefits:

  • 20-25 Hours per Week: A flexible schedule that allows for a healthy work-life balance.
  • Monday, Wednesday, and Friday in Office: Collaborate with the team in our West Jordan, Utah office.
  • Tuesday and Thursday Hybrid Schedule: Balance in-office work with remote work to ensure flexibility and productivity.
  • Competitive Pay: $20 per hour, with room for growth and increase after a trial period.
  • Team Member Wellness Benefits: A supportive environment that prioritizes employee well-being and fulfillment.
  • PTO Opportunities: Generous time off to recharge and pursue personal interests.
  • A Supportive Team that Values Work-Life Balance and Personal Growth: A collaborative and inclusive work environment that encourages professional development and growth.