Customer Experience Lead, Nashville, TN

Job Description

Warby Parker is looking for CX Team Leads to manage Customer Experience Advisors (Full Time and Part Time) on our CX team. As a CX Team Lead, you will play an essential role in ensuring our team is delivering a top notch experience to each and every one of our customers by coaching, mentoring, and developing Customer Experience Advisors. You will also work with your team to knock customer’s socks off every day with absolutely stellar service!

What you'll do:

• Lead a team of Customer Experience Advisors and be a resource to the CX team as a whole
• Ensure that above and beyond customer service is delivered at all times through phone, email, live chat, and SMS, and proactive about jumping into action when interactions are especially busy.
• Monitor daily interactions between Advisors and customers
• Problem solve. You’re the go-to for the team for escalated and sensitive customer interactions
• Review performance and communicate feedback to Advisors on a regular basis
• Facilitate conversations through check ins and team huddles to collect feedback and ideas related to how we can improve our service and streamline our processes
• Master our internal order management system to ensure team members are efficiently and effectively processing sales orders and maintaining customer relationships
• Channel customer insights to all areas of the business including technology, brand, and product design
• Work closely with our training team to learn and facilitate trainings on new product and system roll-outs

Who you are:

• An effective leader able to motivate and coach team members to success
• An independent thinker with an entrepreneurial spirit (our Customer Experience team has no script and neither do you)
• A high-energy communicator brimming with positive, proactive energy
• Incredibly focused and attentive to detail, even while working in a very fast-paced environment

Qualifications

• 1-2 years management experience in a fast-paced, high growth organization
• Understanding of the latest customer experience technologies and systems

Schedule

• To be determined but must be okay with working nights and weekends