Customer Experience Manager

Customer Experience Manager

A decade ago, UNRL was just another clothing company founded in a basement with $ 300 of start-up capital. Today, we're an eight-figure brand on track to becoming a leader in the athleisure clothing industry. How did we get here? We hire great people that fit our culture and have an old-school work ethic. We make great products and provide our customers with an unreal experience. We create great processes that enable us to set goals and track our success. The UNRL team consists of a small, tight-knit group of hardworking people with an entrepreneurial mindset. We're building a brand that will stand the test of time and continue to make a positive impact in our communities. What are you leaving behind? Every customer interaction is an opportunity to earn a customer for life. The UNRL Customer Experience Manager will lead our Customer Service Department to drive that mission forward. This role is ideal for someone with a strong background in customer service management who can identify, implement, and optimize systems to improve the overall customer experience. As a player/coach, you will oversee a team of customer service representatives, define our brand's voice and tone, and ensure consistent, high-quality customer interactions. This role is hands-on, requiring you to jump into tickets when needed, while also focusing on big-picture strategy, process improvement, and cross-department collaboration. This is an exciting opportunity to make a lasting impact on our customer experience strategy while leading a team dedicated to providing Best in Class service. If you're passionate about enhancing customer interactions, leveraging technology and improving systems, we'd love to hear from you.

Responsibilities:

• Oversee the Customer Service Department, managing and supporting a team of customer service representatives.
• Develop and refine customer service policies, ensuring consistency across all customer interactions.
• Monitor and analyze customer service KPIs and data to identify trends, pain points, and areas for improvement.
• Manage and optimize customer service tools and systems, exploring automation and AI to enhance response times.
• Directly handle customer service tickets and phone inquiries as needed, stepping in during high-volume periods.
• Develop and implement a training program to ensure all customer service reps maintain a consistent and effective communication style.
• Ensure a strong, consistent brand voice and tone across all customer interactions, including email, phone, and in-person communication.
• Collaborate with marketing and eCommerce teams to improve the website, reducing the need for customer service inquiries.
• Oversee returns and exchange orders and analyze KPIs to identify areas for improvement between product and website.
• Manage the phone system and call inquiries, ensuring a high level of professionalism and problem-solving ability.
• Think outside the box to enhance customer engagement, proactively finding new ways to create meaningful connections.
• Work cross-departmentally (supply chain, fulfillment/distribution, marketing, etc.) to identify and resolve customer experience challenges.

Requirements:

• Proven experience in a customer service leadership role, with 4+ years of prior people management experience.
• Tech-savvy and systems-focused, with experience in CRM tools, help desk platforms, and automation solutions.
• Strong analytical skills, capable of leveraging data to improve customer satisfaction and efficiency.
• Exceptional written and verbal communication skills, with the ability to de-escalate situations and craft empathetic responses.
• Ability to solve problems on the spot, particularly when handling frustrated customers.
• Empathetic and customer-focused, with a passion for delivering exceptional service.
• Experience in training and developing customer service teams.
• Ability to work in-office and collaborate cross-functionally with other departments.
• Creative mindset, able to think outside the box to improve customer engagement and experience.

Benefits:

• Health & Dental Insurance (Immediate Eligibility)
• Vision Insurance (Immediate Eligibility)
• 401(k) Retirement Plan with employer match (Eligibility begins after 1 year of employment)
• Annual 401(k) Profit Share Bonus (Eligibility begins after 1 year of employment)
• UNRL annual contribution to HSA
• Discount on UNRL Product
• Paid time off (PTO) + 7 paid holidays
• The starting salary for this full-time position is between $80,000 and $95,000, based on qualifications and experience in role.