Ecommerce Customer Experience Manager (Work From Home)

THE ROLE
TransBiz is seeking a driven, resourceful and performance oriented manager to build and lead our CX team and spearhead efforts to improve our end-to-end customer experience. The ideal candidate has a passion for delighting customers and a track record of managing high performance CX teams in entrepreneurial growth environments
WHAT YOU WILL DO
Responsible for the overall development and success of our CX Team
Own overall CX performance, including meeting KPI goals (AFRT, CSAT, NPS, etc.), planning staffing and management of customer channels and platform tools
Effectively interview, hire, on-board and train new associates as needed
Build and manage weekly reporting and dashboards for CX
Lead the strategy to improve NPS/CSAT and decrease inbound volumes
Responsible for optimizing CX operations and improving workflows with increased efficiency and productivity while keeping the customer first
Personally handle escalated and sensitive customer conversations and/or guide associates to handle these inquiries with confidence and a brand appropriate response
Proactively ensure that the voice of the customer is heard across the business to drive key business decisions and improvements
Work cross-functionally with Operations and Marketing teams to identify high-impact projects to our improve our customer journey from end-to-end
Partner with stakeholders across the business to prepare for product launches, digital launches, campaigns, promotions and other business updates

WHAT WE EXPECT
High performing CX/CS Manager, preferably in e-commerce
Familiar with customer service platforms (e.g. Gorgias, Shopify, Amazon Seller Central, Asana etc.)
Confident navigating high pressure situations, with an ability to identify an issue and proactively solve the problem
Efficient and clear communicator, written and verbal
Incredibly organized with your time, documents, calendar, and project planner
An advocate for your team
Start-up experience a plus
You must resonate with our Vivid Vision 2024

SKILLS
A 'no task is too small' attitude, a top-notch work ethic, and are full of energy, grit, and sincerity
You love customers and are passionate about delivering exceptional customer service
Able to prioritize and de-prioritize projects as business needs change
Balancing business needs with best-in-class customer service
Solution-oriented and can think creatively