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Careers / Customer Experience Team Lead
Customer Experience Team Lead
Operations – New York, NY

We're looking for an energetic, detailed-oriented individual who is obsessed with creating excellent customer experiences. Your primary responsibility is to make sure the customer service team delivers exceptional service to our customers through multiple channels (phone, email, and chat). This is a mid-level position, so you'll wear multiple hats and we'll expect you to quickly take on increasing responsibility.

Responsibilities and Goals:
  • Professionally handle normal and escalated emails/calls and ensure that issues are resolved both promptly and thoroughly
  • Provide detailed feedback to the Customer Experience team, helping each member improve their responses and ensure they are hitting KPIs
  • Manage the schedule for part-time team members
  • Improve overall customer satisfaction via cross-team initiatives
  • Co-lead at least one initiative per month to automate activities related to customer service and operations
  • Develop best-practice techniques and participate in hiring, on-boarding, and training
Qualifications for the Ideal Candidate
  • 2 - 3 years experience in a customer service role
  • Bachelors Degree or equivalent
  • Demonstrated experience in providing exceptional customer support in a fast-paced environment
  • Excellent written and verbal communication skills
  • Analytically minded with a proven ability to think critically on your feet
  • Superior interpersonal skills. Resourceful and well organized
  • Want to grow over time, taking on new responsibilities and roles
Benefits and Perks

Working with Bespoke Post means being part of a small, smart, and nimble team, and having an immediate impact on a growing company.

  • Competitive salary
  • Company equity
  • Health & dental coverage
  • 401k with company match
  • Flexible work schedule
  • Unlimited vacation time
  • Free workday lunches
  • Fully stocked bar with 6 taps for wine, cold brew, kombucha, and a rotating beer selection
  • Company retreats, happy hours, dinners, and other outings
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