CX Support Manager

Generation Tux; Louisville (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

Generation Tux is seeking a Customer Service Support Manager to lead our Louisville call center and drive exceptional service and operational excellence. This onsite role reports to the Director of Customer Experience and focuses on people, processes, and performance in a fast-growing startup environment.

The ideal candidate will bring 3+ years of call center leadership and 5+ years in customer service, with strong budgeting, communication, and leadership skills.

Qualifications

• 3+ years of call center leadership and people management.
• 5+ years of customer service experience in a call center.
• Strong leadership in a high-performing team environment.
• Solid budgeting and financial analysis understanding.
• Excellent verbal and written communication skills.
• Strong relationship-building and motivational skills.
• Self-motivated, organized and able to work independently.
• Ability to think outside the box; technology and web savvy.

Responsibilities

• Manage day-to-day operations of an inbound call center.
• Conduct effective resource planning to maximize productivity of people and technology.
• Evaluate and monitor performance with key inbound metrics across channels.
• Coach and train staff to maintain high customer service standards.
• Motivate and mentor staff; provide feedback and drive continuous improvement.
• Create schedules that fit inbound needs with consistency for employees.
• Oversee hiring and staff development with the Training team.
• Hold first-line managers accountable for managerial work.
• Be SME on customer service systems, workflows, and business rules.
• Assist in resolving escalated customer situations; act as final escalation point.
• Collaborate with senior leaders to improve customer experience and CX metrics.
• Maintain corporate objectives and goals.
• Other tasks as assigned by leadership.

Skills

Call center leadership

Customer service

Leadership skills

Organizational skills

Budgeting

Negotiation

Verbal and written communication

Relationship building

Self-motivated

Out-of-the-box thinking

Tech savvy

Job description

Description

Generation Tux is currently looking for a Customer Service Support Manager to lead our call center team to deliver exceptional customer service and operational excellence. A leader at Generation Tux is flexible to our dynamic call center environment and can adapt to change quickly. If you like to lead by example while demonstrating resilience in the face of challenges and promoting a positive attitude with the team we would like to talk to you!

LOCATION:

Onsite; Louisville, KY

REPORTS TO:

Director of Customer Experience

TYPE:

Full-time, Exempt

DEPARTMENT:

Customer Experience

What do we do at Generation Tux? Generation Tux is a tuxedo and suit rental organization founded by menswear legend, George Zimmer. George created the company in 2014 to provide high-quality tuxedo and suit rentals, competitively priced, and in the most convenient way possible -- shipped directly to your door. Generation Tux is a growth-stage startup, and we need your help taking our growth to the next level.

Why work for Generation Tux? We are committed to providing exceptional customer service and you will play a pivotal role in shaping our service standards and ensuring customer satisfaction. If you're ready to bring your leadership to a team that values innovation, growth, and service excellence, be a driving force in our exciting journey ahead!

EXPECTATIONS

• Responsible for day to day operations of an inbound call center inclusive of people and process
• Conduct effective resource planning to maximize the productivity of resources inclusive of people and technology
• Evaluate and monitor performance with key inbound metrics on all interactive platforms
• Coach and provide training to personnel to maintain high customer service standards on a daily basis
• Motivate and mentor staff, providing feedback and recommendations for continuous improvement
• Create schedules that best fit inbound call center needs while providing consistency for employees
• Responsible for hiring and personnel development in partnership with the Training team
• Responsible for holding first-line managers accountable for managerial work
• Be a subject matter expert on our customer service systems, workflows, and business rules
• Assist in resolution of escalated customer situations - be a final point for customer escalations
• Champion the design of, and improve, the customer experience to increase satisfaction and loyalty in partnership with Chief Customer Officer, Director of Customer Experience, Technology team, and other internal stakeholders
• Maintain and uphold all corporate objectives and goals
• Other tasks as assigned by leadership

Requirements

• At least 3 recent, consecutive years of call center leadership experience and people management
• At least 5 recent, consecutive years customer service experience in a call center setting
• Experience that demonstrates successful leadership skills in a high-performing team environment, strong business acumen.
• Proven experience with organizational and leadership skills
• Solid understanding of reporting and budgeting procedures with experience in basic financial analysis
• Effective negotiation and persuasion skills
• Excellent verbal and written communication skills
• Strong relationship building and motivational skills
• Must be self-motivated, organized, and able to work independently to meet goals
• Ability to think “outside the box”
• Technology and web savvy

Posting Statement

At Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, and respect.

Generation Tux is an Equal Employment Opportunity and Affiant Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.