Customer Experience Quality & Performance Associate

Company Description

Overview 
SPANX isn’t your average company. We revolutionized an industry by challenging the status quo and putting the customer first. You might know the story: our founder, Sara Blakely, who needed the right thing as a base layer to feel 100% in white pants, so she cut the legs off a pair of tights and Spanx was born. The spark of that origin is the fuel for our future. We grew up in shapewear. But we’ve graduated. For 25 years (yep, we're old enough to rent a car now), we've been experimenting, innovating, and occasionally banging our heads against the drawing board. And we will never stop obsessing about what women who are out there doing their thing deserve. Because we are those women. And we’re honored to create on behalf of us all.

We make elevated essentials with confidence built in. Essentials for layering underneath or wearing out loud, for “just-between-us” and “where'd you get that?” For everything you've got planned (and don't). Because what you put on can change how you show up. And if its' not working for you, it's got no place in your closet. Or on your body. Creating items that’ll make you feel great is a matter of the heart—and the lab. In every Spanx product is technology we design and build to highlight, complement, and form your look, just the way you like it. SPANX design and technology help make sure what you see in the mirror reflects that feeling of feeling your best (you know the feeling?). We are a high-growth, innovative and ambitious company and we are embarking on an exciting trajectory of both digital and international expansion.

About the role
The Customer Experience team at SPANX  is searching for a dynamic and motivated person to help support our department to achieve exceptional and consistent customer experiences. In this capacity, this person will support our efforts to have industry-leading service through effective training, accessible and clear knowledge resources, and assisting in managing customer experience improvement and customer loyalty initiatives. We are looking for someone who can develop training content, provide exceptional customer support, and identify opportunities for improvement. The ideal candidate for these responsibilities is an organized self-starter with a passion for learning and customer experience.   

Job Description

You’ll love it because you will: 

• Responsible for ensuring the accuracy of knowledge resources, so the customer Experience team can easily access information needed to deliver expected levels of service. 
• Create materials for a wide array of learning needs including product launches, operational updates, onboarding, and upskill training. 
• Leverage insights from the Quality Assurance team, customer satisfaction survey results, and consumer insights findings, to determine where additional training or resources might be needed. Craft any subsequent needed resources and training. 
• Assist in the success of initiatives related to the improvement of our customer experience. 
• Help elevate the SPANX brand and build engagement and loyalty with our customers 
• Analyze qualitative and quantitative data and identify opportunities. Provide actionable recommendations to improve the customer experience    
• Respond to emails, social media comments, DMs, tagged photos, story mentions, and tweets 
• Be a passionate advocate for the SPANX brand, and most importantly our customers’ needs 

Qualifications

We require... 

• A Bachelor's degree in a related function or equivalent experience. 
• 3-5 years of experience of customer experience, quality management, and/or training teaching experience in a consumer-driven company (preference for DTC ecommerce, fashion/retail) 
• Demonstrated ability to communicate ideas and results effectively both verbally and in writing to technical and non-technical audiences 
• Strong analytical, deductive reasoning, and problem-solving skills; demonstrated ability to use data to guide decision-making 
• Embraces new ideas; seeks out diverse perspectives; reassesses, experiments, and brainstorms to generate ideas and insights; thinks in new and different ways to create innovative approaches and solutions. 
• Understands written information; writes clearly, succinctly, and correctly, avoiding jargon and complexity; structures written information to meet the audience’s needs and stimulate interest. 
• Identifies the information needed to address an issue; gathers information from routine and non-routine sources to support decision-making; assimilates new information quickly; masters new techniques easily. 
• Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; shows commitment to the organization. 

Additional Information

Spanx is proud of our continued Progressive People Practices…

• Company Healthcare Plan: $0.00 out of pocket (Employee only benefit)
  Fertility testing and treatment are included in Spanx’s medical plans, even without the diagnosis of infertility. 
• Parental Leave Policy: Primary caregiver receives 16 weeks AND will have the option to work a half-time schedule (20 hours per week) for up to four additional weeks with full-time (40 hours per week) pay.
• Mental Health Days: 10 days
• 401K: Matched up to 4% with immediate vesting.
• PTO & Company Holidays: PLUS two full weeks of companywide closures (one in the Summer; one between Christmas and NYE)
• Flex Friday: Year-round half day Fridays!