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.
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.