Does the thought of leading the Customer Experience support team for a global weight loss brand with over 250,000+ customers excite you? Are you a data-driven, analytical thinker? Do you have experience leading customer support teams? Do you hold yourself and everyone around you to a high standard in everything you do? Do you love the art of communication and conflict resolution? Are you an expert in navigating tricky situations with people? Do you have a heart and passion for leaving others better than when you found them? Do you thrive by taking on challenges, learning new things, growing your skillset, and being resourceful?
If so, you may be the Customer Support Manager that we're looking for. This is an opportunity to work for one of the fastest-growing companies in New Mexico. You must have previous Customer Service leadership experience to be considered for this position.
The mission of LadyBoss is to help women lose weight while loving themselves again. We help women gain back their confidence, improve the overall quality of their life, and change the health of their entire family tree. We do this by providing the best information, products, and services possible in the three pillars of fitness, nutrition, and accountability. We know we are successful each time we create a complete physical and mental transformation in one of our customers. Our current product lines consist of a Digital app-based fitness and nutrition guide, LABS Supplements for women, 1 on 1 Personal Results Coaching, and our SWAG clothing and accessories for women.
Organization Accomplishments:
- 250,000+ customers served
- Inc. Magazine, one of the fastest-growing companies in the US
- One of the fastest-growing companies in New Mexico
- Fastest growing women’s weight loss company in the US
- NBC, Entrepreneur Magazine, ABC. and CBS features
- Barnes and Noble #1 Bestselling Book written by Co-Founder
- Stevie American Business Awards: Female Entrepreneur of the Year, Consumer Product of the Year, Social Selling Program of the Year, Fastest Growing Company of the Year, Woman of the Year, Entrepreneur of the Year
Location:
This job will be located in our Albuquerque, NM headquarters office. If you are not already local, this position would begin as a remote ‘work from home’ position contingent on a 30-day review with a mandatory relocation to our Albuquerque, NM office. Relocation is a requirement for this role once it is deemed a good fit.
THE JOB:
Your primary role will be to manage the day to day operations of the LadyBoss Customer Experience Support team. You will provide guidance and leadership to a very dedicated team of Customer Experience support representatives. Your leadership will drive performance, quality and the growth of the department. Your skills and background in Customer Experience will assist in transforming the department, from an email-based support platform, to an integrated support platform that includes phone, email and chat support. Your knowledge of performance metrics will ensure that critical business targets are being met. Your ability to work within a team environment will ensure that the Customer Experience Support team is scalable and in sync with the other Customer Experience departments and the company as a whole. Your attitude and leadership abilities will be the fuel that drives the department forward.
This is a dynamic role and will constantly evolve.
PACKAGE:
- Competitive Annual Salary $40,000 - $50,000 (dependent on experience and skills)
- Company Profit Sharing Program
- PTO (Paid Time Off) Accrual
- Work In Newly Remodeled Albuquerque Office Building
- Standing Desk Upgraded Workstation
- Apple Laptop Provided
- Real Career Growth Opportunity
- Career Development Training Opportunities
Key Responsibilities:
- Provide day to day supervision and leadership to the CX Support team
- Maintain department cadence files; on-boarding, off-boarding, transfers, 90-day orientation and performance review process
- Manage department staffing plan; ensure all channels are adequately staffed
- Oversee internal and external Quality Assurance (QA) program
- Offer real-time floor and red alert escalation support
- Lead bi-weekly QA calibrations with department leadership
- Ensure all internal and external support platforms are continuously updated to reflect current information; Trainual, CX portal, resource center, department binders
- Manage agent level productivity, by support channel
- Build and maintain performance dashboards in Salesforce and five9 platforms
- Oversee performance management program to ensure all metrics are aligned and that goals are being met; identify trending and opportunities
- Work closely with all other teams to ensure all impacts to CX are identified communicated
- Cross-trained in all CX areas
- Other duties as assigned
Your Experience Includes:
- 5+ years of customer service experience
- 5+ years of using contact center technology
- 5+ years of leadership with customer service teams
- 5+ years creating, building and analyzing data and reporting
Your Achievements Include:
- Experience in leading multi-channel support teams that drive productivity and high quality
- Developing metrics and performance management with new platforms and products
- Providing coaching and development that encourages professional development
Your professional background, training, experience and critical thinking skills should allow you to speak to, in great detail, to the questions and concepts below. Please provide your answers with your resume and cover letter.
- Please describe in detail a situation where you created a customer support initiative that resulted in an increase in revenue. What prompted the initiative?
- Please give a detailed example of how you’ve increased productivity within a customer support environment.
- What CRM’s have you worked with in the past? What was good and what was bad about them?
- Describe a time that you implemented a change that resulted in better customer experience.
- Describe a difficult complaint resolution scenario that challenged your communication abilities. How did you handle it?
- At LadyBoss, we measure internal and external quality with the external quality measure based on a post-interaction survey sent to the customers. How would you go about managing both of these quality programs to drive better behaviors, more satisfied customers and to ensure that both measures represent true quality.
- To you, what are the three most important KPI”s to gauge effective customer experience.
- Please describe a time when you hired someone but it didn’t work out. What did you learn from it and what did you do to tweak the process going forward?