Customer Experience Manager – Delivery Support - Full Time - Remote

  • 14268 South Maple Lane Court, Caufield, Oregon City, Oregon, United States, 97045
  • Shared Services
  • Full-Time

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

  • Meet required KPIs and service levels.
  • Provide performance reports to key stakeholders.
  • Ensure staffing levels are optimized.
  • Open hiring requisitions and recruit new team members as needed to keep pace with business growth.
  • Meet regularly with business stakeholders and internal clients regarding business updates that will impact the customer experience and action accordingly to ensure service levels are not negatively impacted.

Operate with Speed, Agility and Accuracy

  • Use critical thinking and decision-making skills to quickly identify roadblocks and pain points within your line of business, and present solutions to senior leadership to remain in alignment with goals of department.
  • Assess operational environment and conditions to ensure metrics are fulfilled through inter-department collaborations and levels of leadership to increase productivity and promote accuracy in service.
  • Master the usage of multiple REEF systems to be able to assess procedural deficiencies which can be improved to help CXRs achieve first-time resolution on each communication.
  • Be proactive, stay on top of department change alerts, promptly complete refresher training courses, and adapt immediately to daily changes in business practices.

Champion Customer Success

  • Conduct regular performance discussions, active coaching, and goal setting with supervisor team to create a culture of excellence in product knowledge, systems expertise, and efficient first-time resolution.
  • Embrace aggressive performance-based targets to promote excellence within supervisor team and translate those targets into career development plans.
  • Maintain painstaking attention to detail and accuracy in communications, especially those pertaining to meeting team goals, mitigations for performance roadblocks, coaching, and disciplinary actions. There will be very little wiggle room for error, as this is a high-visibility position

What We Want from You

  • 3-5 years of call center leadership experience working in a high-volume, fast-paced call center environment with 2-3 years in management.
  • Experience managing or leading a team in the hospitality/restaurant industry with a solid understanding of the customer service issues and resolutions specific to the food and delivery platform industries.
  • Experience at a startup or other fast-growth company.
  • Critical and analytical problem-solving skills.
  • Superior interpersonal, verbal, and written communication skills.
  • Strong attention to detail while performing many tasks concurrently.
  • Designated workspace at home, with a reliable high-speed internet connection.
  • Ability to work from a seated position at a desk and interact with customers for the entire duration of your shift.
  • College degree or professional experience equivalent required.
  • Bilingual Spanish/English a significant asset.
  • Five9 and/or Verint experience preferred, with Zendesk and ServiceNow experience an asset.
  • Demonstrated competency using Microsoft Office and/or Google Sheets required.

What We’ll Provide

Medical

Dental

Vision

Life and Disability

401K US, RRSP Contributions Canada

Paid Time Off (PTO)

PHYSICAL DEMANDS
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.

  • Frequently operate small office equipment such as a computer, tablet, and copier/printer, telephone.
  • Work is performed in a professional office environment.

WORKING CONDITIONS
Work is performed indoors for extended periods of time including up to the entire duration of shift.