Assistant CX Manager

Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Scheduling

• Ensure the CX Support Team schedule closely matches forecasts
• Identify and implement agent schedule changes
• Approve/Deny PTO and Make-Up Days
• Coordinate break-times
• Approving timesheets

Zendesk Management

• Escalated Cases
• Handling all ‘Manager request’ phone calls
• Sending warning messages to customers
• Monitoring the inbox
• Moving tickets to prevent a backlog
• Moving tickets to minimize response time

Quality Assurance Support

• Complete monthly QA assignments by the 20th of each month

Performance Coaching

• Hold 1x1 “Check-in” meetings with CX Agents
• Contribute to Performance Review process
• Challenge/help agents hit their daily goals

Training/Team-building

• Host regular re-training and team-building events for the CX Support Team
• Update Nuclino articles as necessary
• Create new macros and update processes as needed

Key Skills and Other Responsibilities

• Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
• Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
• Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
• Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
• Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
• Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
• Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
• Be respectful to customers and co-workers and lead a positive, productive, team oriented work atmosphere
• Understand and exemplify the Proper Cloth mission and values
• Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind