Customer Experience Assistant Manager

Competitive triathletes and passionate bakers, Pam Weekes and Connie McDonald left their careers to open a small bread shop in New York City in 1995 — Levain Bakery.

One day, they baked a BIG chocolate chip walnut cookie as energy for triathlon training. At Levain, a batch of these 6-ounce cookies flew off the shelves, and an icon was born. The cozy shop on West 74th Street became a neighborhood favorite and a destination for epicurious visitors from around the world, hungry for “the cookie.”

From the start, Pam, Connie, and the team baked everything fresh on-site each day, donating the day’s leftovers to charity — and we still do, nearly 30 years later. Today, Levain has bakeries across the country (with more to come!), plus ecommerce gift boxes to treat cookie lovers in every state. 

Every day, we strive to embody our company’s five core values:

• Welcome All- We are all in it together 

• Work Hard and Be Kind- We pull our weight, we do our best, and take care of each other 

• Lead with Heart- We operate with empathy and integrity 

• Rise Up- We take initiative to make things better 

• Savor It- We are present and find the fun! 

THE ROLE: Customer Experience Lead 

The Customer Experience Assistant Manager collaborates with management to supervise a team of Customer Experience Specialists, ensuring they deliver exceptional service to our customers across all touchpoints (Retail, Ecommerce, etc.). The CX Lead ensures smooth operations, troubleshoots customer issues, educates customers, and manages inquiries. This position will be instrumental in ensuring the team upholds our brand standards while driving continuous improvement in customer experience. 

The ideal candidate will be a leader in Customer Experience with strong communication skills, a problem-solving mindset, and a passion for hospitality and customer service. This role will provide leadership to the team, help shape customer service strategies and collaborate with cross-functional teams to ensure the highest standards of service and customer satisfaction. 

What We’re Looking For 

• You thrive on organization and have an eye for detail, with the ability to keep things in order—whether alphabetizing, color-coding, or tracking multiple tasks 

• You enjoy providing exceptional service and ensuring our customers receive their Levain cookies on time, whether it's for a small gift or a large corporate order 

• You are able to take charge and lead the ecommerce team, ensuring efficiency, accuracy, and top-notch customer service 

Job Responsibilities: 

Team Leadership & Customer Support 

• Supervise and mentor a team of Customer Experience Specialists to ensure they provide prompt, courteous, and effective responses to customers across all channels (Retail, Ecommerce, etc.) 

• Serve as the escalation point for complex customer issues, providing swift and thorough solutions that promote brand loyalty 

• Ensure the team is cross-trained and equipped to handle support across all business channels, especially during high-volume periods (holidays, new bakery openings, etc.) 

• Lead the team in responding to customer interactions on digital platforms like Facebook, Instagram, Google, and Yelp, ensuring consistent and positive engagement 

• Collaborate with management to track and monitor KPIs for customer service performance (response time, CSAT %, digital experience standards) 

Insights, Operations & Strategy 

• Analyze and relay recurring customer feedback and insights to internal teams, driving data-informed decisions to enhance the customer experience 

• Partner with Management to identify opportunities for team improvement and operational efficiencies 

• Support in ensuring Levain Bakery’s customer experience standards are upheld and interactions are aligned with brand values and customer expectations 

• Participate in E-commerce objectives informed by customer feedback to elevate the customer journey. 

Training & Development 

• Train and develop team members on customer service best practices, including how to de-escalate difficult situations and maintain a positive, professional tone 

• Regularly assess team performance and provide feedback to improve individual and team effectiveness 

• Foster a collaborative and supportive work environment that encourages knowledge-sharing and continuous learning 

Requirements 

• 1-3 years minimum in Customer Experience or related role required 

• Experience leading and managing performance required 

• Ability to read and communicate in English, both verbally and in writing required; bi-lingual in Spanish is a plus 

• Experience using customer service platforms like Shopify, Yelp, etc. 

• Proficient in MS Office Suite (PowerPoint, Word, Excel) 

Compensation & Benefits 

• $65k - $75k 15% quarterly bonus potential 

• Health, Vision, Dental Insurance 

• Employer-funded Healthcare Reimbursement Account 

• Additional supplemental benefits: Commuter Benefits, Employee Assistance Program, 14 Weeks Fully Paid Parental Leave, etc. 

• Paid Time Off 

• 401K with 3.5% Company Match 

• Opportunity for growth and career development 

Our vision is to give rise to lifelong memories, and our mission is to bring together people who treat their work and the craft of baking and all who come to visit with great care.