Customer Experience Manager

7 days ago

Los Angeles, California, United States Ruggable Full time

About Ruggable

Ruggable is a rapidly growing e-commerce company that is disrupting the home goods industry with its innovative 2-Piece Rug System. Our patented solution offers a stylish, convenient, and affordable solution for residential rugs, making us a leader in the market.

Job Summary

The Customer Care Supervisor will be responsible for overseeing the day-to-day operations of the Customer Care Team, ensuring exceptional customer experiences across all channels. This role requires a data-driven leader with a passion for high-impact customer experiences and exceptional leadership skills.

Key Responsibilities

  • Develop and execute a team deployment strategy to meet target service level agreements (SLAs)
  • Actively manage and oversee customer requests across all channels, including email, chat, and phone
  • Schedule and allocate teams across channels based on actual demand
  • Lead hiring efforts to staff team needs based on forecasted ticket demand
  • Develop and implement performance management initiatives
  • Manage escalations raised by Team Leads and respond directly to customer questions and complaints
  • Foster a culture of professionalism, creativity, ownership, and customer advocacy
  • Conduct Team Lead performance management reviews
  • Keep all platforms and applications up to date when there are team changes
  • Periodically evaluate the fit and benefit of currently used tools, applications, and platforms
  • Support pilots of new tools, applications, and platforms
  • Collaborate with other functions to stay up to date with customer service policies, product knowledge, and operations procedures
  • Develop and implement strategies to improve internal practices and processes and build the knowledgebase of policies, procedures, and best practices
  • Use customer data to drive improvements throughout usage of existing and new tools, policies, and procedures

Requirements

  • Excellent written and verbal communication skills, especially in customer-facing engagement
  • Prior experience with managing a team
  • Impeccable attention to detail
  • Scrappiness and resourcefulness, with the ability to tackle problems
  • Leadership that drives the best out of others and establishes credibility as a trusted partner and doer
  • Experience with ZenDesk
  • Experience with multi-channel customer support

Preferred Qualifications

  • Experience with consumer packaged goods (CPG) or retail
  • Experience in a fast-growing organization
  • Experience with implementation of digital tools for customer service

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