For more than 20 years, Dwell has championed design that improves people’s lives. We promote new ideas about what a home can and should be, we offer expert advice for making your own space a better place to live, and we provide a marketplace for the best-designed products available.

We reach more than 40 million people annually, we're profitable and our revenue has doubled in the past 18 months. Join us as we cement our position as the leading resource and community for better living through good design.

About this Role:

As the CX Manager for Dwell, you’ll oversee the regular operations of our internal and external cx agents, establish workflows and processes for ticket flows and agent efficiency, and last but certainly not least, you’ll be responsible for identifying the need and standing up technical solutions to maintain a best-in-class customer experience platform.

Ideally you’re an expert in Zendesk or similar platforms, have strong experience programming and managing autoresponder tools and chat bots. You’ve also worked with brand marketing partners to develop and accurately represent the voice of the brand when working with customers. A strong comprehension of analytics is a must, and we’re looking for a candidate with genuine interest in distilling data and feedback into actionable insights and recommendations.

Customer experience requires a strong-hearted leader who manages teams with empathy. Despite this job’s requirement that you often think like a robot, we’re looking for someone with a person-first mentality who has experience with budgeting workloads and the needs of a team.

This position has the option of working remotely, or joining us in an office in NYC if you prefer.

Responsibilities:

  • Partner with the Director of Marketing to execute and drive the strategic development of digital and print customer experience teams.
  • Establish KPIs, build and monitor reporting dashboards for measuring operational and programmatic benchmarks.
  • Develop new tools to automate and streamline processes. You’ll launch our autoresponder and chat bot functions, structuring the agent ticket funnel and prioritization of our ticket queue. You will own, drive and implement the strategy for detection of customer issues and topics that the bot will perform, and design and implement all routing frameworks based on the bot’s topic detection.
  • Closely monitor team and automation performance, consistently making updates in an ongoing nature.
  • Work with the team to develop, document, implement, track, reinforce and improve policies and processes that are material to the customer experience with VoC inputs.
  • Audit customer interactions, synthesize customer data/feedback and coach/support team members
  • Accountable for team performance, real time management of the customer experience, corrective action, reviews and employee concerns.
  • Support day to day operations of Zendesk usage across teams & maintain documentation of systems, processes, configurations, etc.
  • Collaborate with external and internal teams to identify, analyze, and resolve issues, questions, and desired changes.
  • Assist in the development and maintenance of training materials and documentation including announcements of changes.
  • Work closely with analytics teams to integrate and optimize data collection and integrity

Requirements:

  • 5-7+ years of customer experience, customer service in a technical, inbound operating environment.
  • 3+ years of Supervisor and/or Manager level leadership experience preferred
  • Omni-channel management and optimization
  • CRM, telephone, deflection and automation experience
  • E-commerce background is a plus
  • Project/program management experience

Dwell is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, religious creed, marital status, age, national origin or ancestry, citizenship, sexual orientation, physical or mental disability, medical condition, genetic characteristics or information, sex, sexual and reproductive health decisions, gender, military or veteran status, Civil Air Patrol status, political affiliations or activities, status as a victim of domestic violence, assault or stalking, or any other consideration protected by federal, state or local law.