Customer Experience Manager

Manage a Team of Customer Experience Associates for a fast-growing NYC-based custom apparel start-up (Remote)

Fresh Prints is a New York-based custom apparel start-up. We find incredible students and give them the training and support to build the business at their schools.

The customer service team communicates directly with clients to connect them with sales people and/or enable their experience with our Design Tool and self-checkout. 

• How do we build a team that drives the business forward?
• How do we give clients an industry leading experience?
• How do you most efficiently manage incoming requests from clients and make sure our teams are set up to handle these requests with excellence?

As a member of the Customer Experience leadership team, you’ll be a driving force behind moving our Customer Experience team forward. You will set and track metrics by which the team’s success will be measured. Unlike some companies where the Customer Experience team mostly talks to people with problems, our team is more focused on sales enablement. 

We’re looking for someone who has fantastic people management skills, is a quick learner, and isn’t afraid to take on challenges daily. This is a high-impact role that requires excellent leadership and prioritization abilities. We’re on a remarkable growth trajectory and as Fresh Prints grows, you will too. You will be given the autonomy and guidance to have a tremendous impact on your role.

You’ll be managing a talented team of 10+ associates, and you'll report directly to Lizzie, who is the VP of Operations at Fresh Prints.

Responsibilities

• Fully own our customer experience at Fresh Prints. That includes any projects, requests from other functions, headcount planning, helping the team realize its full potential and making it future-proof
• Managing a team of CX Associates
• Managing communications with customers
• Setting and tracking team metrics
• Make sure all goals are reached
• One on one meetings with your direct reports and with the VP of Operations

Essential Requirements

• A total of 5+ years of experience in Customer Service or Sales Development of which 2+ are in a team lead/people manager role
• Strong analytical and organizational skills
• Able to make decisions without direct supervision
• Ability to negotiate positive outcomes
• Fluency in English and excellent communication skills
• This role requires someone who is comfortable working night shifts

Personal Attributes

• Entrepreneurial spirit
• Detail Oriented
• Natural Leader
• Goal-Driven
• Proactive & Problem Solver
• Ability to remain calm under pressure

Compensation & Benefits

• Competitive annual salary between USD 15,000 to USD 24,000
• Health insurance
• Mental Health Benefits
• Learning opportunities
• Working in a great culture 

Job Location

• This is a fully remote position

Working Hours

• Working hours are 6:30 PM to 3:30 AM IST Monday to Friday (9:00 AM - 6:00 PM EST)

Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.