Manager, CX

The Role

We’re on the hunt for a rockstar CX Manager to play a critical role in scaling Coterie’s customer experience organization for rapid, yet sustainable growth. You’ll be responsible for managing our Philippines-based CX team, while building a world-class Concierge function. You’ll own the day-to-day including workforce management, hiring, onboarding & training/QA, and overall team experience.

The ideal person for this role is a strategic thinker, process builder, and above all else, the ultimate people leader (and cheerleader)! You’ll bring a solid working knowledge of ecommerce, operations, and/or customer experience. If you’re excited to build a career at a nimble, early stage startup, we’d love to hear from you! This remote-first role reports to our Senior Manager, Customer Strategy & Operations.

 

 

 

Responsibilities

You Will:

• Manage the day-to-day CX team operations including workforce management, hiring, onboarding & training, QA, incentive program, professional development, and overall team experience. Support our two (2) Senior Associates as they lead associates, handle escalations, etc.
• Handle VIP customer interactions, while building a dedicated Concierge team from the ground up. Develop the people, process, and tools necessary to create a white-glove experience for our VIP customers (same-day delivery, surprise and delight, etc.).
• Act as the business SME on all CX-related systems (Kustomer, Shopify, Recharge, Twilio, Friendbuy, Aftership, Delighted, Yopto, Klaus, etc.).
• Identify improvement opportunities and gaps and update SOPs, systems, and tools for greater efficiency.
• Support our CX reporting framework and analyze KPI performance and communication.

 

You Have:

• 4 to 6 years of customer experience, operations, or client service experience
• Experience managing teams
• Working knowledge of CX softwares and tools
• Ecommerce experience preferable

 

You Are:

• A people leader and culture builder — You lead with empathy always, enabling you to motivate, challenge, and inspire team members. You welcome and encourage 360 feedback to not only better your team, but also yourself. You know what it means to build a great culture where people feel both supported and pushed to reach their full potential.
• A top-notch communicator — You pride yourself on being clear, effective, and empathetic in your verbal and written communication. You speak up and proactively communicate without fear of challenging the status quo. You know that’s where growth happens!
• A level-headed problem solver — You keep calm under pressure and can roll with the ever-changing pace of a startup environment. You’re always thinking critically, solving problems, and improving performance, never settling for less than excellence. You love coming up with creative solutions to make the impossible possible!
• A strategic thinker — You’re equally comfortable with big picture strategic planning and the small details of tactical execution and have no trouble switching between macro and micro views. You’re constantly thinking about scalability and how to build a sustainable business.
• A data-driven decision-maker — You leverage your analytical expertise to tell a cohesive story that provides context for decision-making at all levels of the organization. You measure success by quantitative impact and outcomes, rather than output

The expected salary for this role is $105,000 - $125,000 depending on a number of factors including job, level, experience and skill set.