Customer Experience Manager

The Learning & Development Manager partners with multiple CX leaders building relationships and fostering trust through their expertise. This role is across all policies and processes as they relate to customer experience and partners directly with leadership ensuring teams are aligned on policies, processes and any flagged issues. This role manages quality assurance across all teams and vendors, along with maintaining the training library.

• Provide outstanding service to our customers with a warm and empathetic approach in line with the Comfrt brand and voice across all platforms
• Respond to customer inquiries across several channels - email, SMS, chat
• Ability to multitask & self manage time spent on tasks to ensure maximum output
• Problem solve to create a positive experience for all customers and produce high satisfaction ratings
• Strive to take on additional tasks that help to push the organization's goals forward
• Remain positive and promote a culture of continuous improvement and engagement within the team
• Meet and strive to exceed individual and team Customer Experience KPI's and targets
• Fulfill end to end customer service and support customers with escalated enquiries through to resolution. Independently problem solves in escalated customer situations with minimal escalation to management.
• Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave

• Be a policy & process expert and assist agents with questions in the Slack Channel
• Partner on QA and ensure training practices are implemented across all inquiry reviews
• Assist with QA and training updates for any existing and new AI platforms
• Monitor and report on team CSAT performance, including Service Recovery

• Manage macro library within ticketing system, including updates, tags, etc, are consistent and accurate
• Following up on all negative reviews, QA, and weekly/monthly snapshots
• Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience
• Maintain Lessonly Learning Library and create new lessons when needed
• Lead HQ new hire training
• Sending SOD/EOD Reports
• Complete Weekly Team Meeting slides

• 3+ years of Customer service experience with a track record of providing excellent customer service
• High level of understanding of CRM Platform (Gorgias, Zendesk)  and communication tools
• Experience in retail ecommerce direct to consumer operations preferred
• Advanced computer skills including Microsoft Windows and Google Suite
• Experience with Shopify Plus, Excel and Google Suite is desirable
• Ability to multitask & self manage time spent on tasks to ensure maximum output
• Strong problem solving skills to ensure a positive experience for all customers
• Remain positive and promote a culture of continuous improvement and engagement within the team
• Must be organized, a self starter, and have strong interpersonal skills to work effectively and build strong relationships with business partners
• Excellent written, verbal, and presentation skills
• Experience training

Why Join Comfrt?

• Be part of a purpose-driven company that’s shaping the future of comfort and mental wellness.
• Work in a supportive, creative environment where your ideas and growth are valued.
• Enjoy Comfrt benefits such as generous paid time off, company-covered health insurance, 5% 401k match, and discounts on all Comfrt products! 
• Join a passionate team making an impact on exciting projects, all while enjoying the flexibility and collaborative support of a fully remote environment.

Comfort is an equal opportunity employer. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.