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Experienced CX Team Lead – Be the face of a company obsessed with customer experience
Fresh Prints is an NYC-based custom apparel startup. We find incredible students and give them the working capital, training, and support to build the business at their schools. One of our guiding principles at Fresh Prints is “Start and End with the Customer”. We take that very seriously. As a CX Team Lead, you’ll be the face of Fresh Prints and will define the experience our customers get.
As the person Leading our CX team, you’ll be optimizing the efficiency and quality of our customer support channels and ideating through new channels. We need an enthusiastic leader who has strong customer-centric instincts, solid technical aptitude with amazing communication skills! Someone who loves solving problems and is obsessed with improving our customers’ experience. You need to be hands-on and have a finger on the pulse of every team at Fresh Prints to guide the CX team to successfully navigate different kinds of customer issues.
- How do we motivate CX Associates to work more efficiently?
- How do we create a process that helps us resolve customers’ issues and inquiries quickly and efficiently?
- How do we usher in the next stage at Fresh Prints?
As the Customer Experience Team Lead, you will tackle those questions and many more. You’ll directly lead our CX Team and work on improving the quality of customer interactions and reducing the resolution time. We’re looking for someone willing to take ownership, has excellent communication and management skills, and is proactive.
Needless to say, you’ll grow as Fresh Prints grows. You’ll get all the time and support you need to learn a lot, develop professionally, and have a big impact.
Responsibilities
- Interview, hire & lead training for new Customer Experience Associates
- Lead the CX Team to adopt new Customer Experience channels
- Manage our current CX Channels to Field inbound customer calls, emails, texts, and chats On a day-to-day basis, this means:
- Help the team communicate with clients, answer their questions, resolve issues, and update records
- Coordinate with internal teams to offer resolutions to clients
- Handle escalations
- Manage the key metrics of your reports like Ticket Output, First Response Time, and Turnaround Time
- Conduct weekly QA analysis for the team and deliver objective + subjective feedback to improve overall quality.
- Complete regular 1-1s and coach team members to perform better and maximize their potential
- Manage performance improvement plans for low-performers
- Lead by example on work ethic and performance
Requirements
- Fluency in English, exceptional oral and written communication skills along with a neutral accent
- Experience with ticketing software like Zendesk or Freshdesk
- 2+ years of Team Management experience – Would be great if it’s in Customer Service and Operations
- Experience with both phone, email, and chat-based customer service
- Focused on Numbers & should be Data-Driven
- Great motivational, interpersonal, and people skills
- Detail-oriented and meticulous with work
- Self-motivated and excited to work on different projects
Personal Traits
- Intelligent
- Problem Solver
- Energetic
- Thoughtful and introspective
- A fantastic communicator
- Demanding, but fair
- Relentless
- Comfortable with tough problems
Who you are:
You’re the type of person who would rather move fast and fail than wait to navigate through red tape. You prefer ‘taking the initiative’ to ‘waiting for someone to tell you what to do’. You are super energetic. You don’t view rejection as a setback, you view it as being one step closer to the right answer. You’re organized and you pride yourself on your ability to find time-saving strategies that allow you to juggle multiple, while it only looks like you’re juggling one. You’re diligent, and you labor over the details because you love delighting people in the smallest of ways.
Compensation & Benefits
- Highly competitive salary upto $13,000 USD per annum
- Night Shift Allowance
- Working in a great culture
- Health Insurance
- Personal Accident Insurance
Working Hours
- 7:30 PM to 4:30 AM IST
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
