Customer Experience Lead

Visual Comfort & Co.; Houston (TX); On-site; USD 66,000 - 70,000; Full time

Benefits offered by this job

Paid Time Off

7 holidays + 2 floating holidays

Health benefits

401(k) with company matching

Job summary

Visual Comfort & Co. seeks a leader to head the Backoffice Support team and guide frontline CSRs in delivering exceptional customer service. You will oversee order entry, returns processing, and customer interactions, ensuring accuracy and timely responses.

A background in ERP systems and luxury lighting industry is a strong plus. The role requires a degree and 3+ years in operations or customer service leadership, with a focus on process improvements and cross-functional collaboration to

Qualifications

• Bachelor's degree preferred; equivalent combination of education and experience considered.
• Minimum 3 years of relevant experience in operations support, back-office support, or supervising teams in a customer-facing environment.
• Experience with ERP systems (D365/JDE/Salesforce) and strong Excel proficiency.
• Experience in interior design, luxury home furnishings, or lighting industry is a plus.

Responsibilities

• Develop and implement customer experience strategies to boost satisfaction and loyalty.
• Lead and manage Backoffice Support Specialists, guiding order entry and returns processing.
• Support frontline reps with inquiries and escalations.
• Oversee resolution of sync errors and order entries in Dynamics 365.
• Oversee open order management, backorders, returns, and follow-up.

Skills

Customer service leadership

Team management

Data analysis

Excel proficiency

Education

Bachelor's degree in business

Tools

Dynamics 365 (D365)

JDE

Salesforce

Adobe Commerce

Job description

Visual Comfort & Co. seeks a leader to head the Backoffice Support team and guide frontline CSRs in delivering exceptional customer service. You will oversee order entry, returns processing, and customer interactions, ensuring accuracy and timely responses.

A background in ERP systems and luxury lighting industry is a strong plus. The role requires a degree and 3+ years in operations or customer service leadership, with a focus on process improvements and cross-functional collaboration to