At Cozy Earth, we focus on creating luxurious home essentials that enhance comfort. As part of our growth, we seek a Customer Experience Team Leader, someone who understands the nuances of customer interactions to ensure every touchpoint reflects our brand values.
Requirements
- Experienced in managing customer service teams, particularly in e-commerce or DTC settings.
- Proficient in collaborating with BPO partners for performance management and training alignment.
- Strong background in creating policies and standardizing processes that enhance customer interaction.
- Adept at using customer service tools such as Gorgias, Aircall, or Shopify.
- Comfortable analyzing customer service metrics and reporting actionable insights.
Benefits
- Comprehensive health coverage that includes medical, dental, and vision.
- 401K plan to support your long-term financial goals.
- Flexible PTO so you can recharge when needed.
- A monthly self-care benefit focused on your wellness.
- Generous employee discounts across all our products.
You’ll Be a Great Fit If...
- You enjoy designing and implementing customer service strategies that resonate with the brand.
- Collaboration comes naturally to you; you can influence various teams while driving customer-centric projects.
- Data isn’t just numbers to you; you see the stories that help improve customer experiences.
- Your leadership style emphasizes mentorship, allowing your team to thrive and maintain a positive culture.
- You tackle challenges with a proactive mindset, seeking solutions even in complex situations.
