Customer Experience Lead

New York, United States Full-time

Rockets of Awesome is reinventing the way parents shop for kids by leveraging technology, data, a unique brand, personalization, and exceptional merchandise. As a digital-first, direct-to-consumer, vertical brand, we are forever changing the way parents shop for kids clothing — this is the future of vertical commerce. We are a New York City-based, venture-backed startup with extensive executive expertise.

 

Join our creative and strategic team working to develop a scalable e-commerce system that powers a business with massive market opportunity. This team cultivates a culture of learning and continuous improvement by investing in automated testing, learning from real-world problems, and immediately adapting.

 

We value fun, simplicity, and teamwork.

 

What you’ll do...

  • Set an example for the team by answering phone calls and emails with thoroughness, composure, and tact
  • Triage the customer experience queue daily and set strategy and goals for CX Associates
  • Review quality of emails and observe phone interactions to ensure alignment across team and a great customer experience
    • Quality is determined by:
      • Composition
      • Thoroughness
      • Accuracy
      • Tone
  • Effectively coach members of their team to achieve desired results
  • Set an example of how to tackle and resolve escalated customer tickets and/or issues
  • Ensure that the team is thoroughly versed on policies and procedures and consistently delivers aligned service to the customer
  • Hold bi-weekly 1 on 1 reviews with all direct reports to coach, review updates, and ensure there is employee satisfaction in their role
  • Work to develop employees’ interests in potential career progression
    • Proactively identify cross-functional projects & partners for development opportunities

Who you are...

  • An optimist! You assume the best in people, always.
  • Always able to keep your cool. You approach problems with empathy and a genuine desire to help and feel pretty darn comfortable working in a fast-paced, ever changing environment. Whether it’s a customer or CX Associate, you’re prepared to hear them and help them.
  • An expert troubleshooter. Tricky situations such as technical issues never throw you for a loop and you’re down to find work through the issue to find a solution.
  • A proactive problem solver. You can both identify a problem and propose a solution.
  • A great communicator. Both verbal and written communication skills.
  • An organization geek. Color-coding is your middle name.



Other requirements and considerations:

  • Minimum of 2+ years supervisory experience; exposure to ecommerce retail environments preferred.
  • Role is full-time based onsite in our New York City headquarters