Who You’ll Work For
REEF’s mission is to connect the world to your block. We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences. With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America. Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.
What You’ll Do
Reporting to the Director of Customer Experience and supported by a team of Supervisors, the Customer Experience Manager is accountable for contact center performance to KPIs and SLAs across multiple lines of business in a hyper-growth environment. The manager is responsible for ensuring key metrics and reports are produced for senior leadership and for using analytical thinking for data-driven decisions that improve both business efficiencies and customer experience. Must be confident in executing rapidly-evolving processes in the now, while also strategizing for the future, and will be expected to plan and staff the CX support team appropriately according to the growing needs of REEF.
We are looking for a manager who will confidently lead by example and foster high employee retention and an environment of continuous improvement, while developing and inspiring his/her team to perform in a way that creates an excellent employee and customer experience.
You will identify emerging business roadblocks pertaining to your team and present solutions for resolution; exceed customer expectations while handling high-profile escalations in adherence to REEF policies and procedures; and partner with workforce management and supervisors to identify opportunities to improve efficiency and prioritize scheduling to meet business needs. This role is responsible for performance management, capacity planning, quality assurance, and coaching to motivate a team that builds customer trust and loyalty by creating amazing experiences for our clients.
We operate 24x7x365 to provide the best on-demand support available anywhere.
This is a permanent work-from-home position.
Contact Center Optimization
Operate with Speed, Agility and Accuracy
Champion Customer Success
What We Want from You
What We’ll Provide
Life and Disability
401K US, RRSP Contributions Canada
Paid Time Off (PTO)
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Work is performed indoors for extended periods of time including up to the entire duration of shift.