Customer Experience Manager

Job Description
A decade ago, UNRL was just another clothing company founded in a basement with $300 of start-up capital.
Today, we're an eight-figure brand on track to becoming a leader in the athleisure clothing industry.

How did we get here?

• We hire great people that fit our culture and have an old-school work ethic.
• We make great products and provide our customers with an unreal experience.
• We create great processes that enable us to set goals and track our success.

The UNRL team consists of a small, tight-knit group of hardworking people with an entrepreneurial mindset. We're building a brand that will stand the test of time and continue to make a positive impact in our communities. What are you leaving behind?

Every customer interaction is an opportunity to earn a customer for life. The UNRL Customer Experience Manager will lead our Customer Service Department to drive that mission forward. This role is ideal for someone with a strong background in customer service management who can identify, implement, and optimize systems to improve the overall customer experience.

As a player/coach, you will oversee a team of customer service representatives, define our brand's voice and tone, and ensure consistent, high-quality customer interactions. This role is hands-on, requiring you to jump into tickets when needed, while also focusing on big-picture strategy, process improvement, and cross-department collaboration.

This is an exciting opportunity to make a lasting impact on our customer experience strategy while leading a team dedicated to providing Best in Class service. If you're passionate about enhancing customer interactions, leveraging technology and improving systems, we'd love to hear from you.

Responsibilities

• Oversee the Customer Service Department, managing and supporting a team of customer service representatives.
• Develop and refine customer service policies, ensuring consistency across all customer interactions.
• Monitor and analyze customer service KPIs and data to identify trends, pain points, and areas for improvement.
• Manage and optimize customer service tools and systems, exploring automation and AI to enhance response times.
• Directly handle customer service tickets and phone inquiries as needed, stepping in during high-volume periods.
• Develop and implement a training program to ensure all customer service reps maintain a consistent and effective communication style.
• Ensure a strong, consistent brand voice and tone across all customer interactions, including email, phone, and in-person communication.
• Collaborate with marketing and eCommerce teams to improve the website, reducing the need for customer service inquiries.
• Oversee returns and exchange orders and analyze KPIs to identify areas for improvement between product and website.
• Manage the phone system and call inquiries, ensuring a high level of professionalism and problem-solving ability.
• Think outside the box to enhance customer engagement, proactively finding new ways to create meaningful connections.
• Work cross-departmentally (supply chain, fulfillment/distribution, marketing, etc.) to identify and resolve customer experience challenges.

Requirements

• Proven experience in a customer service leadership role, with 4+ years of prior people management experience.
• Tech-savvy and systems-focused, with experience in CRM tools, help desk platforms, and automation solutions.
• Strong analytical skills, capable of leveraging data to improve customer satisfaction and efficiency.
• Exceptional written and verbal communication skills, with the ability to de-escalate situations and craft empathetic responses.
• Ability to solve problems on the spot, particularly when handling frustrated customers.
• Empathetic and customer-focused, with a passion for delivering exceptional service.
• Experience in training and developing customer service teams.
• Ability to work in-office and collaborate cross-functionally with other departments.
• Creative mindset, able to think outside the box to improve customer engagement and experience.

Benefits

• Health & Dental Insurance (Immediate Eligibility)
• Vision Insurance (Immediate Eligibility)
• 401(k) Retirement Plan with employer match (Eligibility begins after 1 year of employment)
• Annual 401(k) Profit Share Bonus (Eligibility begins after 1 year of employment)
• UNRL annual contribution to HSA
• Discount on UNRL Product
• Paid time off (PTO) + 7 paid holidays

The starting salary for this full-time position is between $80,000 and $95,000, based on qualifications and experience in role.