What are the responsibilities and job description for the Customer Experience Manager position at Elwood Clothing?
Position Title : Customer Experience Manager
Position Summary :
Are you passionate about creating exceptional customer experiences, eager to make an impact & love Elwood's brand? We are hiring a Customer Experience Manager who will lead our freelance customer support team, driving motivation and efficiency. This role will focus on refining processes using Gorgias to enhance resolution times and customer satisfaction. They will collaborate with the COO on CX strategy, team development, and prioritizing customer satisfaction. They will analyze customer trends to identify opportunities for improvement, provide regular performance reports on KPIs and objectives, and serve as the voice of our community to advocate for feedback-driven product and service improvements.
This role is required to be in the office 3x days a week, at our downtown Los Angeles headquarters.
RESPONSIBILITIES :
- Address and resolve all customer inquiries and concerns in a timely and effective manner
- Train and optimize our AI agent to effectively and accurately resolve common customer tickets and issues, improving overall efficiency and customer satisfaction
- Manage our freelance customer support team, fostering motivation, efficiency, and prompt resolution of customer issues while ensuring clear and consistent communication across the team.
- Utilize Gorgias daily to build and refine processes that enhance resolution times, boost customer satisfaction, and drive overall efficiency
- Ensure seamless customer experience from order placement to delivery
- Partner with the COO on CX organizational development, strategic initiatives, and cultivating a team dedicated to prioritizing customer satisfaction
- Analyze and report on key customer trends to uncover opportunities for training, process optimization, and product enhancements
- Serve as the voice of our community, advocating for customer feedback to drive improvements in product offerings and services
QUALIFICATIONS
The base salary range for this full-time position is $50,000 - $70,000.
This job description outlines the primary responsibilities of the role but is not an exhaustive list of all duties that may be required. Additional tasks may be assigned, and responsibilities may evolve to meet the changing needs of the business.
Salary : $50,000 - $70,000
