Customer Experience Lead — Backoffice & Support

Visual Comfort Co.; Houston, Northern (TX, KY); Hybrid; USD 66,000 - 70,000; Full time

Benefits offered by this job

Work-Life Balance

Training & Development

Paid Time Off

Holidays

Health Benefits

Life Insurance

401(k) Match

Job summary

Visual Comfort & Co. is seeking a Customer Experience Supervisor - Backoffice Support to lead Backoffice Support and frontline CSRs, ensuring accurate order entry and exceptional service. You will implement customer experience strategies and collaborate with cross-functional teams to resolve issues.

The ideal candidate has a Bachelor's degree and at least 3 years in operations support or supervision, with ERP and CRM proficiency, and a passion for luxury lighting and design.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 3 years of relevant experience in operations support, back-office support, customer service, or supervising teams in a customer-facing environment.
• Experience with ERP systems (Dynamics 365, JDE, Salesforce) and strong Excel proficiency.
• Proven ability to navigate CRM, order management, and e-commerce platforms and related tools.
• Strong leadership, communication, and problem-solving abilities.

Responsibilities

• Lead Backoffice Support and frontline CSRs to ensure accurate order entry, returns processing, and excellent customer service.
• Develop and implement customer experience strategies to enhance satisfaction and loyalty.
• Oversee open order management, backorder updates, return processing, and escalation handling.
• Collaborate with cross-functional teams to resolve customer and order issues.

Skills

Leadership

Customer service

Team management

Data analysis

Communication

Education

Bachelor's degree in Business Administration, Marketing, or related field

Tools

Dynamics 365 (D365)

JDE

Salesforce

Adobe Commerce

Excel

Job description

Visual Comfort & Co. is seeking a Customer Experience Supervisor - Backoffice Support to lead Backoffice Support and frontline CSRs, ensuring accurate order entry and exceptional service. You will implement customer experience strategies and collaborate with cross-functional teams to resolve issues.

The ideal candidate has a Bachelor's degree and at least 3 years in operations support or supervision, with ERP and CRM proficiency, and a passion for luxury lighting and design.