Customer Experience Lead

Job Description

The Playaway Products Group is hiring a Customer Experience Lead to help support our growing business! The Customer Experience Lead acts as the point person of the Customer Experience team, leading day-to-day functions of the team workload and facilitating exceptional, proactive, thorough solutions with customers as well as internal partners. This player/coach role is integral to setting the pace and creating an environment for the Customer Experience team to do their best work.

• Provide professional, friendly, and thorough support as the first line of inbound communications through channels including answering phones, managing e-mail responses, and monitoring our e-commerce live chat tool
• Lead daily team meetings and assign workload, while contributing to that workload as well
• Become fluent in our internal CRM, NetSuite, and make efficient use of this tool for team and customer needs
• Work closely with our Account Managers to align on effective resolutions and messaging, depending on the needs of the customer
• Own the execution and ongoing accuracy of knowledge base tools including Zoho, Microsoft Teams
• Review and complete daily contact, customer, and order audits to ensure accuracy and optimal functionality of automated systems
• Run quarterly team workshops, designed to keep skills sharpened and motivation high
• Manage elevated and evolving projects based on current business needs

Qualifications

• Minimum high school graduate, college degree preferred
• Experience with Microsoft Office suite, previous use of CRM software
• Exhibit strong leadership, excellent verbal and written skills, and an optimistic outlook
• Minimum of 5 years of customer service experience

Additional Information

All your information will be kept confidential according to EEO guidelines.