Who You Are

Spot & Tango is looking for a Customer Experience (CX) Manager to join our CX Team! You are passionate about delivering exceptional customer experiences, and possess the ability to lead and inspire a team of CX Specialists. As an ideal candidate, you are a creative problem solver who thrives on coaching and developing others. This is an exciting opportunity for a customer service professional to help shape the future of our CX strategy and make a significant impact on our company's growth and success.

The Role

The Customer Experience Manager will be responsible for managing a newly formed, in-house team of CX Specialists who will handle our most sensitive and complex interactions, and pilot test initiatives aimed at driving sales and retention. You will report to the Senior Manager of Customer Experience and closely collaborate with senior leaders including the VP of CX. Together, you will ensure that we provide a best-in-class customer experience as measured by our core customer support KPIs.

Responsibilities:

• Manage, develop, and mentor a remote team of internal CX Specialists who handle our most complex, sensitive, and strategically critical customer interactions via phone, social media, email, sms, and chat
• Support our external partners with day-to-day questions and serve as their point of escalation on customer issues. Delegate these issues to CX Specialists or escalate them to leadership as appropriate
• Design and maintain standard operating procedures (SOPs) for escalation and service recovery, ensuring that we meet our operational and quality success metrics
• Help operationalize pilot customer support initiatives that aim to improve conversion, retention, and reactivation, and collaborate with our external partners to roll out these programs more broadly post-pilot
• Identify areas for improvement in our CX processes and collaborate with stakeholders such as Training, Operations, and QA to implement improvements
• Obsess over how we can do better for our customers. Challenge our status quo, and advocate for changes required to create easier and more joyful experiences for every pet parent

Requirements

• 2+ years of experience managing teams in customer service or a related field; experience with D2C subscription businesses is a plus
• 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, Gladly, Gorgias, Stella Connect, Solvvy, Thankful, Playvox, etc.)
• Strong problem-solving skills and the ability to think critically
• Excellent communication skills, both written and verbal
• Ability to empathize and connect with customers
• Believe in customer service's power as a growth driver and brand differentiator
• Proven ability to manage a team remotely
• Dog lovers are a plus!

This position has the flexibility to be fully remote or hybrid. Hybrid candidates must be located within a commutable distance to the South Florida area (Miami / Ft. Lauderdale), and must be able to come into our office 2 days per week. When working from home, you must have access to a quiet space suitable for confidential conversations.

Spot & Tango is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.