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Away // travel brand & luggage
New York City    Posted: Tuesday, July 19, 2022
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Away is a global lifestyle brand with a mission to transform travel through products & content that inspire people to get away more. We are seeking an Associate Manager on our Customer Experience team to train & onboard our associates to provide best-in-class support to our team on a continuous basis. At Away, the customer is at the heart of everything we do. Our Customer Experience team is the bridge between the Away team & the thousands of people using our products every day. We're the voice of Away to our customers & advocates for our customers to the rest of the Away team.

This role is responsible for onboarding & training all of our associates on the Customer Experience team (both the existing members of the team & new hires), as well as finding opportunities for continuous improvement through quality assurance. This role is best suited for a natural teacher & communicator; you will be breaking down complex systems & processes into easy to understand training materials. This role will not only support our HQ team, but also our outsourced CX teamcontinuously working with both teams to uplevel their skills in service of better interactions with our customers. This role must train associates working across email, live chat, SMS, phones & social media to support our customers, so experience in these channels is a must. You will report into the Director, Customer Experience. 

This role will be leading our team of associates that work across Eastern & Pacific time, so some flexibility in working hours based on business need is required. 

As a company that values diversity, equity, & inclusion, Away seeks individuals of all backgrounds & experiences to apply for this opportunity. Were creating an environment where everyone can thrive. Our customers are global & diverse, so were building a team that is too. Through initiatives like our employee resource groups, anti-racism training, & bias prevention initiatives, were building the cultural foundation that gives people the emotional & physical space to bring their authentic selves to work.

What youll do:

  • Build an engaging training curriculum thats aligned with achieving best-in-class customer experience that supports a remote-first team
  • Responsible for overseeing all KPIs relating to the quality of our customer interactions
  • Ensure team meets QA & CSAT goals & investigate root causes when were not, escalating recurring issues & critical insights to leadership, collecting information through direct customer interactions & associate reporting
  • Explore new platforms & resources to enhance the employee training experience
  • Lead continuous improvement through coaching & mentoring
  • Develop programming to support employee engagement; creating ways to encourage associates to deliver their best work on a daily basis

Who you are:

  • 3-5 years of work experience in onboarding & training, ideally in a customer service environment
  • Impeccable communication skills; you are a natural educator & patient with new team members
  • Curious & resourceful with a natural ability to solve problems & seek new information, yet also accessible to all team members & eager to solicit feedback
  • Partner effectively with others in order to provide solutions in all areas of the department & overall business, & youre able to multi-task & manage multiple projects at once
  • Team player mentality; you understand that CX is a fast-paced environment & you are willing to pitch in across the team as volume increases or if your colleagues need a hand
  • Strong written & verbal communication skills
  • You love to travel (but that's a given)
  • Flexibility in resolving customer inquiries in high volume periods.
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