Full-Time Assistant CX Manager
Proper Cloth is hiring a remote Full-Time Assistant CX Manager. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
Proper Cloth
Job Title
Assistant CX Manager
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
USA
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Job Details
Mission: This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.
Scheduling:
- Ensure the CX Support Team schedule closely matches forecasts
- Identify and implement agent schedule changes
- Approve/Deny PTO and Make-Up Days
- Coordinate break-times
- Approving timesheets
Zendesk Management:
- Escalated Cases
- Handling all ‘Manager request’ phone calls
- Sending warning messages to customers
- Monitoring the inbox
- Moving tickets to prevent a backlog
- Moving tickets to minimize response time
Quality Assurance Support:
- Complete monthly QA assignments by the 20th of each month
Performance Coaching:
- Hold 1x1 “Check-in” meetings with CX Agents
- Contribute to Performance Review process
- Challenge/help agents hit their daily goals
Training/Team-building:
- Host regular re-training and team-building events for the CX Support Team
- Update Nuclino articles as necessary
- Create new macros and update processes as needed
Key Skills and Other Responsibilities:
- Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
- Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
- Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
- Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
- Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
- Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
- Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
- Be respectful to customers and co-workers and lead a positive, productive, team-oriented work atmosphere
- Understand and exemplify the Proper Cloth mission and values
- Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Assistant CX Manager at Proper Cloth is
20th of January 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
USA
] applicants. .
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