Senior Customer Experience Manager

Who You Are

Spot & Tango is looking for a Senior Customer Experience (CX) Manager to join our NY HQ team! You are an inspiring leader, a reliable team player, and have a passion for delivering exceptional customer support. As a member of our CX team, you will work closely with key cross-functional teams such as operations, engineering, marketing, and data/insights. This is an exciting role for a CX professional who wants to drive an impact at a leading pet health & wellness startup.

The Role

The Senior Customer Experience Manager will oversee the people, processes, and technology that enable our customer support strategy, and will manage the performance of the CX team against established success metrics. This role is responsible for delivering timely, attentive, and authentic communications whenever pet parents engage with the brand, all while fostering a productive, engaging, and positive environment for one of our largest teams. 

Reporting directly to the VP of Customer Experience, you will be a collaborative thought leader regarding all things CX including tech-stack, training & development, performance management, quality assurance, workforce management, rewards & recognitions, and more. Together, you will ensure that we provide best-in-class customer support as measured by our quality assurance processes, customer satisfaction rates, and service level agreements.

Responsibilities

• Take ownership of CX success metrics, including setting goals and spearheading initiatives, regularly reporting to leadership, and driving process improvements to deliver a best-in-class experience for pet parents 
• Manage, develop, and mentor all levels of the CX workforce including functional managers, team leads, quality leads, and associates both in-house and at BPOs; equipping them with the skills, training, and coaching they need to succeed against our established success metrics 
• Manage the CX team’s schedule and channel/queue assignments to ensure we’re properly staffed to meet SLAs 
• Coordinate with cross-functional stakeholders to ensure proper staffing and operational preparedness of the CX team for peak times (e.g., promotions, holidays, busy seasons) and for strategic initiatives that impact customers (e.g., new product launches, website updates, operational changes, etc.) 
• Leverage data to celebrate the team’s wins, identify areas for improvement, and drive new initiatives: optimize our onboarding program, best-practice playbook documentation, saved replies, and workflows to ensure we maintain an efficient and lean operation that continues to deliver above-and-beyond support 
• Collaborate with the VP of CX to establish CX as a growth function for the business, and maintain a tight feedback loop cross-functionally – ensuring management has a real-time understanding of the voice of the customer to inform the broader Spot & Tango strategy 
• Obsess over how we can do better for our customers and fellow team members. Challenge our status quo, and advocate for changes required to create easier and more joyful experiences for every pet parent and CX team member

Requirements 

• A true team builder who loves to inspire, mentor, and coach talent to deliver on the needs of the business, while fostering an engaging and positive team culture 
• A passion for elevating your team’s performance, with a proven track record of developing strategies and executing tactics to address performance gaps or areas of opportunity  
• Expert knowledge of customer support principles, metrics, and practices; familiarity with a range of CX technology platforms a plus (e.g., Kustomer, Gorgias, Stella Connect, Solvvy, Assembled) 
• Excellent problem-solving and analytical skills (e.g., Excel, Google Sheets; Looker a plus) 
• Believe in customer support’s power as a growth driver and brand differentiator
• Proven ability to manage a team remotely

This is a hybrid remote/in-person position. Must be able to come into our offices in Midtown Manhattan ~3 days per week.