Customer Experience Manager

About Retail Ecommerce Ventures :

Founded and actively managed by Tai Lopez and Alex Mehr, REV focuses on acquiring large US famous brands and transforming them into Ecommerce success stories. We have a global team of over 300, and are looking to recruit over 300 more staff around the world in the next few months.

About the opportunity : 

• Customer Experience team at Rev is looking to hire Customer Experience Managers who can support 24*7 operations in CST (Central Standard Time) time zone. Two openings.
• This is a 100% Remote position - Supporting Night Shift CST.
• 1 out of the 2 Customer Service Managers would be required to do Night Shifts in Central Time
• The other CSM would be required to work from Wednesday-Sunday (8 hours a day)

Must haves : 

• Must have experience building ZenDesk processes, triggers, and automations.
• Must have a minimum of 2 years experience managing a Customer Service/Experience Team in a remote environment.
• Must be able to develop and implement SOPs
• Should be a hands on person, willing to take ownership of pending task and execute them to completion
• Must have the ability to adapt to rapid change

Job Description : 

• Develop customer relationships that promote retention and loyalty.
• Work closely with customers to ensure they are satisfied with the service they receive and to imporve upon areas of dissatisfaction.
• Directly Supervise Agents.
• Present and Train Agents on upselling and cross selling opportunities.
• Finding proactive approaches to retain customers.
• Find new innovative ways to drive revenue.
• CEMs should foster a relationship between customer and support, making it easier for users to solve small or short term problems.
• Advocate customer needs to the VP of Customer Experience.
• Meet Weekly with CE team leaders to discuss KPI's and areas of improvement.
• Meet with logistics team to manage outstanding concern such as vendor cancellation or delayed orders.
• Manage employee capacity : Inform VP of Customer Experience of staffing needs based on scalability.