CX Support Manager

Generation Tux, Inc.; Louisville, Northern (KY, KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Generation Tux, Inc. is seeking a Customer Service Support Manager to lead our onsite Louisville call center, delivering exceptional service and operational excellence.

You will manage day-to-day operations, coach a frontline team, and partner with executives to shape customer experience. The role reports to the Director of Customer Experience, is full-time/exempt, and requires a track record of leadership in fast-paced customer service environments.

Qualifications

• At least 3 years of call center leadership experience.
• At least 5 years of call center customer service experience.
• Strong leadership in a high-performing team with good business acumen.
• Experience with budgeting and financial analysis.
• Excellent verbal and written communication skills.
• Self-motivated, organized, able to work independently.

Responsibilities

• Oversee day-to-day operations of inbound call center.
• Conduct effective resource planning to maximize productivity.
• Evaluate and monitor performance with inbound metrics on all platforms.
• Coach and train personnel to maintain high service standards.
• Mentor staff with feedback for continuous improvement.
• Create schedules that fit inbound call center needs.
• Hire and develop personnel in partnership with Training team.
• Hold first-line managers accountable for managerial work.
• Be SME on customer service systems, workflows, and business rules.
• Assist in resolution of escalated customer situations.
• Champion the design of and improve the customer experience with stakeholders.
• Maintain and uphold corporate objectives and goals.

Skills

Leadership experience

Customer service

Communication skills

Negotiation

Budgeting basics

Financial analysis

Problem solving

Self-motivation

Independence

Tech savvy

Relationship building

Job description

Description

LOCATION: Onsite; Louisville, KY

REPORTS TO: Director of Customer Experience

TYPE: Full-time, Exempt

DEPARTMENT: Customer Experience

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!

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.

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 Aff... 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.

Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third-party agency or company that does not have a signed agreement with Generation Tux.