Customer Experience Manager
Fresh Prints
Date: 16 hours ago
City: Remote, Remote
Contract type: Full time
Remote
Manage a Team of Customer Experience Associates for a fast-growing NYC-based custom apparel start-up (Remote)
Fresh Prints is a New York-based custom apparel start-up. We find incredible students and give them the training and support to build the business at their schools.
The customer service team communicates directly with clients to connect them with sales people and/or enable their experience with our Design Tool and self-checkout.
We're looking for someone who has fantastic people management skills, is a quick learner, and isn't afraid to take on challenges daily. This is a high-impact role that requires excellent leadership and prioritization abilities. We're on a remarkable growth trajectory and as Fresh Prints grows, you will too. You will be given the autonomy and guidance to have a tremendous impact on your role.
You'll be managing a talented team of 10+ associates. You'll be reporting directly to Lizzie, who is the VP of Operations at Fresh Prints.
Responsibilities
Fresh Prints is a New York-based custom apparel start-up. We find incredible students and give them the training and support to build the business at their schools.
The customer service team communicates directly with clients to connect them with sales people and/or enable their experience with our Design Tool and self-checkout.
- How do we build a team that drives the business forward?
- How do we give clients an industry leading experience?
- How do you most efficiently manage incoming requests from clients and make sure our teams are set up to handle these requests with excellence?
We're looking for someone who has fantastic people management skills, is a quick learner, and isn't afraid to take on challenges daily. This is a high-impact role that requires excellent leadership and prioritization abilities. We're on a remarkable growth trajectory and as Fresh Prints grows, you will too. You will be given the autonomy and guidance to have a tremendous impact on your role.
You'll be managing a talented team of 10+ associates. You'll be reporting directly to Lizzie, who is the VP of Operations at Fresh Prints.
Responsibilities
- Fully own our customer experience at Fresh Prints. That includes any projects, requests from other functions, headcount planning, helping the team realize its full potential and making it future-proof
- Managing a team of CX Associates
- Managing communications with customers
- Setting and tracking team metrics
- Make sure all goals are reached
- One on one meetings with your direct reports and with the VP of Operations
- A total of 5+ years of experience in Customer Service or Sales Development of which 2+ are in a team lead/people manager role
- Strong analytical and organizational skills
- Able to make decisions without direct supervision
- Ability to negotiate positive outcomes
- Fluency in English and excellent communication skills
- This role requires someone who is comfortable working night shifts
- Entrepreneurial spirit
- Detail Oriented
- Natural Leader
- Goal-Driven
- Proactive & Problem Solver
- Ability to remain calm under pressure
- Competitive annual salary between USD 15,000 to USD 24,000
- Health insurance
- Mental Health Benefits
- Learning opportunities
- Working in a great culture
- This is a fully remote position
- Working hours are 6:30 PM to 3:30 AM IST Monday to Friday (9:00 AM - 6:00 PM EST)
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