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Warby Parker is looking for CX Team Leads to manage Customer Experience Advisors (Full-Time & Part-Time) on our New York CX team. As a CX Team Lead, you will play an essential role in ensuring our team is delivering a top notch experience to each & every one of our customers by coaching, mentoring, & developing Customer Experience Advisors. You will also work with your team to knock customers socks off every day with absolutely stellar service!

***Please Note that this position requires you to be physically present at the Companys 
New York Headquarters. This an essential function of this role, & applicants who are unable to be
physically present in order to advise & support team members in the office will not be eligible
for this role***

What you'll do:

  • Lead a team of Customer Experience Advisors & be a resource to the CX team as a whole
  • Ensure that above & beyond customer service is delivered at all times through phone, email, live chat, & SMS, & proactive about jumping into action when interactions are especially busy.
  • Monitor daily interactions between Advisors & customers
  • Problem solve. Youre the go-to for the team for escalated & sensitive customer interactions
  • Review performance & communicate feedback to Advisors on a regular basis
  • Facilitate conversations through check ins & team huddles to collect feedback & ideas related to how we can improve our service & streamline our processes
  • Master our internal order management system to ensure team members are efficiently & effectively processing sales orders & maintaining customer relationships
  • Channel customer insights to all areas of the business including technology, brand, & product design
  • Work closely with our training team to learn & facilitate trainings on new product & system roll-outs

 Who you are:

  • An effective leader able to motivate & coach team members to success
  • An independent thinker with an entrepreneurial spirit (our Customer Experience team has no script & neither do you)
  • A high-energy communicator brimming with positive, proactive energy
  • Incredibly focused & attentive to detail, even while working in a very fast-paced environment 

Qualifications

  • 1-2 years management experience in a fast-paced, high growth organization
  • Understanding of the latest customer experience technologies & systems

Schedule

  •  Monday - Friday 9:00am - 5:30pm

Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer & will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.

About Us:

Warby Parker was founded with a mission: to inspire & impact the world with vision, purpose, & style.

Were constantly asking ourselves how we can do more & make a greater impactand that starts by reimagining everything that a company & industry can be. We want to demonstrate that a business can scale, be profitable, & do good in the worldwithout charging a premium for it. And weve learned that it takes creativity, empathy, & innovation to achieve that goal.

Since the day we launched in 2010, weve pioneered ideas, designed products, & developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses & contacts to eye exams & vision tests. 

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, & achieve better economic outcomes. 

At Warby Parker, you can look forward to company outings & events, volunteering & learning opportunities, & just great company filled with curious, kind folks. Dreaming up & sharing ideas arent responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, & identities, no matter their home base, through our various employee resource groups. (Were happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community & belonging keeps us excited to walk through the door every day, wherever that door may be. 

We're driven to continue building a workplace, based on inclusive behaviors & equitable systems, where all employees can bring their authentic selves, feel engaged, & share their perspectives as a valued member of Team Warby. Transparency is what were all about, & our annual Impact Report & Racial Equity Strategy lay out how were sticking to these values. 

 
 
 
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