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Customer Support Operations Manager

2 months ago

New York, New York, United States Milkbarstore Full time

About the Role:

The Customer Support Operations Manager will play a key role in leading our Customer Experience team to deliver exceptional support to our customers. This role will be responsible for optimizing and scaling support channels, ensuring that our email, phone, and chat teams are set up to efficiently meet service levels.

Key Responsibilities:

  • Identify opportunities to engage our customers along their journey, elevating customer experience across our channels, increasing customer retention and loyalty, and finding moments for magic across every touchpoint the team has with a customer.
  • Partner with the Head of CX to analyze existing platforms and tools, building out new workflows, and providing recommendations for leveraging technology to improve processes.
  • Use technical skills to master, teach, and improve our internal tool sets, automate manual processes, and resolve issues with the quickest possible response time and highest level of customer satisfaction possible.
  • Support the management of the team to exceed KPIs and OKR commitments, constantly raising the bar on the end-end customer experience.
  • Troubleshoot and respond to inbound customer inquiries and conduct proactive outreach to customers when appropriate; as well as provide troubleshooting support to the customer experience team.
  • Build, maintain, and improve weekly reporting and dashboards and share insights with cross-channel business partners.
  • Serve as the first point of contact for communication with our production, fulfillment teams, and carriers, driving cross-functional initiatives to improve gaps and inefficiencies in visibility, fulfillment accuracy, and delivery.
  • Manage CX playbooks and customer-facing FAQs, supporting the evolution of training, reporting, and quality functions to deliver improved customer experiences.
  • Support the corporate gifting/special orders team when necessary.
  • Fully understand and exhibit the Milk Bar ethos, embody our core values, inspire celebration, and create real magic. Serve as a brand ambassador, both internally and externally.

Requirements:

  • At least 3-5 years in an omnichannel customer service position in an e-commerce environment.
  • Demonstrated experience owning and driving metrics related to customer support and operations.
  • Experience working with helpdesk (or other CRM tools) and Shopify (other platforms such as Looker is a plus).
  • Developed empathetic, user-first processes that encourage high-fidelity data entry.
  • Strong analytical skills with the ability to generate meaningful and timely insights.
  • Ability to manage multiple priorities and time-sensitive deadlines efficiently.
  • Passion for customer service and drive to create magical moments that elevate the customer experience.
  • Excellent verbal and written communication.
  • Meticulous attention to detail and self-motivated.
  • Flexible schedule.
  • Familiarity with direct-to-consumer businesses, invoicing, and credit card processing systems.
  • Experience in retail/brick & mortar and grocery/CPG food company a plus.