Customer Service – Work From Home

Job Type: Customer Service from home
Location: Texas work from home
Company: Rent the Runway

Position Description:

As the Senior Manager, Customer Experience, you will be responsible for leading an organization with more than 50 colleagues by supervising a team of Team Leads. Leading, coaching, and inspiring the team to provide excellent customer experiences via phone, chat, and email will be your main priority. Along with managing the daily activities of your team, you will collaborate with the other members of the CX leadership team to create a world-class experience for both our clients and staff. Additionally, you’ll represent Rent the Runway as an ambassador, continually promoting our cause and presenting our brand.

How You’ll Act:

• Organize a group of team leads to support more than 50 workers as you build a world-class customer experience team.
• Join forces with recruitment to hire new personnel, including Team Leads and Associates
• Deepen your awareness of our team’s success indicators, and show that you have the communication skills necessary to explain the data and provide context.
• With your team, establish a regular operating rhythm to share information, offer coaching, foster camaraderie, and convey progress.
• Ensure constant skill evaluation, regular employee feedback, and quality monitoring by working with Team Leads; transform this into learning programs by working with the Training & Quality Development team.
• Make sure we can meet CSAT goals and SLAs across all channels; explain any obstacles and alternative solutions.
• convey team performance indicators and potential improvement areas frequently
• Encourage productive staff interaction and uphold the RTR culture.
• As required, assistance with managing night and weekend shifts

What you require:

• You have 7+ years of management expertise in a service-oriented setting, or a comparable amount of time, which includes creating teams and managing organizations with 50+ employees and supervisors.
• You have experience using technology to improve customer experience operations and CRM systems.
• You’re passionate about constant innovation, data-driven decision-making, lifelong learning, and trying out fresh concepts.
• You are skilled at communicating effectively at all levels and using a variety of media. You are at ease adjusting to quickly changing goals and priorities.
• You enjoy inspiring a group of people to work together toward a similar objective.
• You’ve had success leading teams digitally and maintaining employees’ interest.