Client Services Supervisor

Travis Mathew Supervisor, Client Services

Travis Mathew is a premium apparel brand that exists because we seized an opportunity—and we're inviting you to take yours. Back in 2007, we saw there weren't many companies whose clothing bridged the gap between performance and lifestyle, so we created our own. Inspired by the sun, surf, and sand of Southern California, we became a leading innovator in lifestyle performance apparel by making clothes for real life—plus working with premium wholesalers, building a leading e-commerce business, and opening retail stores around the world.

We invite you to join team Travis Mathew.

• Oversee the day-to-day operations of the Client Services function, ensuring service levels, operational efficiency, and customer satisfaction objectives are achieved.
• Optimize customer service workflows and business processes utilizing Gladly CRM, SAP, fraud detection systems, and other Customer Experience technologies.
• Monitor customer interaction volume and operational performance to ensure appropriate resource planning and service level achievement.
• Manage the flow of customer orders, service requests, returns, cancellations, credits, and escalations while ensuring compliance with company policies and service standards.
• Analyze Customer Experience metrics and operational data to identify trends, develop actionable insights, and recommend improvements that enhance the customer journey and business performance.
• Develop and maintain dashboards, reporting, and key performance indicators (KPIs) to measure customer experience, operational effectiveness, and team performance.
• Evaluate, implement, and optimize emerging AI technologies, automation tools, and digital solutions that enhance the customer experience and improve operational efficiency.
• Compile, analyze, and communicate customer feedback, product insights, and service trends to cross-functional teams to support product enhancements and strategic business initiatives.
• Develop, implement, and maintain departmental training programs, knowledge resources, and Standard Operating Procedures (SOPs) that promote operational consistency and best-in-class service.
• Represent the Customer Experience department in cross-functional meetings, partnering with Sales, Marketing, Operations, Product Development, IT, and Distribution to improve systems, processes, and the end-to-end customer journey.
• Partner with the Manager, Customer Experience to identify opportunities for operational improvements, technology enhancements, and scalable customer experience solutions.
• Provide leadership, coaching, and professional development to the Client Services team while fostering a culture of accountability, innovation, collaboration, and continuous improvement.
• Ensure adherence to company policies, regulatory requirements, and Standard Operating Procedures (SOPs).

• Proficient in Microsoft Applications
• Advanced proficiency in Microsoft Excel, including pivot tables, lookups, data analysis, and reporting
• Experience creating dashboards and reports using Microsoft Excel, Power BI, or similar business intelligence tools
• Proficient in ERP systems, SAP preferred
• Proficient in Gladly CRM and customer service applications
• Working knowledge of fraud detection systems and processes, with the ability to identify, investigate, and escalate suspicious customer transactions
• Proficient in effective customer service techniques and skilled in managing difficult customers
• Strong written and verbal communication skills
• Strong organizational and time management abilities
• Ability to work effectively and collaboratively with cross-functional teams and stakeholders
• Ability to train, coach and develop staff
• Ability to analyze diverse information and make account decisions based on analysis
• Strong analytical and reporting skills with the ability to interpret customer experience data and develop actionable recommendations
• Ability to present findings and communicate effectively with all levels of the organization

• Ability to leverage emerging Artificial Intelligence (AI) technologies to enhance…