Customer Experience Manager

Hyderabad, Telangana
Permanent
Full-time

12 days ago

Manage a Team of Customer Experience Associates for a fast-growing NYC-based custom apparel start-up (Remote)Fresh Prints is a New York-based custom apparel start-up. We find incredible students and give them the training and support to build the business at their schools.The customer service team communicates directly with clients to connect them with sales people and/or enable their experience with our Design Tool and self-checkout.

How do we build a team that drives the business forward?
How do we give clients an industry leading experience?
How do you most efficiently manage incoming requests from clients and make sure our teams are set up to handle these requests with excellence?

As a member of the Customer Experience leadership team, you'll be a driving force behind moving our Customer Experience team forward. You will set and track metrics by which the team's success will be measured. Unlike some companies where the Customer Experience team mostly talks to people with problems, our team is more focused on sales enablement.We're looking for someone who has fantastic people management skills, is a quick learner, and isn't afraid to take on challenges daily. This is a high-impact role that requires excellent leadership and prioritization abilities. We're on a remarkable growth trajectory and as Fresh Prints grows, you will too. You will be given the autonomy and guidance to have a tremendous impact on your role.You'll be managing a talented team of 10+ associates, and you'll report directly to Lizzie, who is the VP of Operations at Fresh Prints.Responsibilities

Fully own our customer experience at Fresh Prints. That includes any projects, requests from other functions, headcount planning, helping the team realize its full potential and making it future-proof
Managing a team of CX Associates
Managing communications with customers
Setting and tracking team metrics
Make sure all goals are reached
One on one meetings with your direct reports and with the VP of Operations

Essential Requirements

A total of 5+ years of experience in Customer Service or Sales Development of which 2+ are in a team lead/people manager role
Strong analytical and organizational skills
Able to make decisions without direct supervision
Ability to negotiate positive outcomes
Fluency in English and excellent communication skills
This role requires someone who is comfortable working night shifts

Personal Attributes

Entrepreneurial spirit
Detail Oriented
Natural Leader
Goal-Driven
Proactive & Problem Solver
Ability to remain calm under pressure

Compensation & Benefits

Competitive annual salary between USD 15,000 to USD 24,000
Health insurance
Mental Health Benefits
Learning opportunities
Working in a great culture

Job Location

This is a fully remote position

Working Hours

Working hours are 6:30 PM to 3:30 AM IST Monday to Friday (9:00 AM - 6:00 PM EST)

Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.

Fresh Prints

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