Associate Manager, Customer Experience

At Boll & Branch, the customer is at the heart of everything we do. We are obsessed with delivering an experience that is not only seamless and efficient but also deeply personal and unexpectedly delightful.

We are seeking a Full-Time Associate Manager to support our Customer Experience team in optimizing customer support and driving operational excellence. Reporting to our Sr. Manager of Customer Experience, this role will work closely with our in house agents to ensure that every customer interaction reflects our commitment to exceptional service and hospitality.

We believe in going beyond transactional service—our Customer Experience team is dedicated to making every touchpoint feel personal, warm, and memorable. The Associate Manager will play a key role in fostering this culture, empowering agents to create meaningful moments and ensuring that every decision we make prioritizes the customer’s needs and expectations.

This role reports to the Sr. Manager of Customer Experience.

Responsibilities:

• Oversee daily operations, ensuring smooth execution while keeping the customer experience at the core.
• Coach and develop agents to not only resolve issues but to proactively anticipate and exceed customer expectations.
• Implement new tools and technologies to enhance service, making every interaction feel effortless and intuitive.
• Manage agent scheduling and seasonal staffing, ensuring customers always receive timely, attentive, and thoughtful support.
• Foster a culture of unreasonable hospitality, encouraging creative ways to surprise and delight our customers.
• Provide ongoing training on Zendesk and other CX tools to empower agents with the knowledge and skills to go the extra mile.
• Own daily reporting and leverage data insights to drive continuous improvement, always asking: How can we serve our customers better?

Requirements:

• 3 years of management or leadership experience in a customer experience or related field.
• Strong knowledge of Zendesk or similar platforms, including AI and chat functionalities.
• Skilled in Google Suite tools like Slides, Sheets, and Docs.
• Excellent communication, organizational, and problem-solving skills.
• Proven ability to manage and develop a team, particularly during peak periods.

The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Thursdays) and may be provided flexibility to work from home on other days. There may be times when you’re asked to work in any of our offices because it’s in the best interest of our business or your team.

The annual base salary range for this role is $65,000-$110,000 (new hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role). It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking. In addition to your base compensation, you may be eligible to be part of the Company’s annual bonus program with a non-binding Company and individual performance-based target bonus.

The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.

What We Offer:

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch:

At Boll & Branch, we don’t make bedding like everyone else. We make it better.

In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:

• Cultivators of the Highest Quality Threads
• Pioneers in 100% Organic Cotton
• Free from Toxins at Every Step
• 100% Traceable from Farm to Finish
• Committed to Fair and Ethical Treatment for All

Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom.

Boll & Branch LLC is an equal opportunity employer.