Manager, Customer Experience

Nestig; United States; On-site; USD 80,000 - 120,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision insurance

21 days of paid time off (PTO) per year

401(k) plan with company match

Flexible Work From Wherever Policy

Monthly wellness, IT, and commuter stipend

Annual education stipend

Nestig discount for employees

Paid parental leave of 16 weeks

Job summary

Nestig, a fast-growing direct-to-consumer brand, is seeking a Customer Experience Manager to lead their CX team in New York. This role involves mentoring staff, analyzing performance metrics, and enhancing customer satisfaction. With a commitment to exceptional service, you'll play a key role in shaping the customer experience and driving improvements across the organization.

Qualifications

• 5+ years experience in customer experience, with at least 1-2 years in a people management role.
• Experience in a D2C or early-stage, growth-oriented company preferred.
• Strong coaching skills and excellent communication abilities.

Responsibilities

• Lead and develop a team of six customer experience direct reports.
• Set and track key performance metrics for team success.
• Drive the end-to-end resolution process for customer issues.

Skills

Customer Experience Management

Team Leadership

Data Analysis

Communication

Problem Solving

Education

Bachelor's Degree

Job description

Company Overview

Nestig is a direct-to-consumer brand with a mission to create the most delightful place to shop for children’s spaces. Our brand is synonymous with quality, care, and trust, offering customers a seamless shopping experience and exceptional products for their little ones. As one of the fastest-growing consumer brands since 2021, Customer Experience (CX) is essential to our culture, and we believe this is a key part of what sets us apart from the competition. We strive to offer above-and-beyond support to customers as they are thinking about buying our products and after they have made their purchase.

Department Overview

As a key leader in the CX team, you will report directly to the Director, Customer Experience, managing a team of six direct reports. You will play a crucial role in coaching, developing, and supporting the team to ensure every customer interaction is a positive and seamless experience. You will also work cross-functionally with leadership and internal stakeholders (specifically operations and product) to continuously improve our processes and elevate our customer experience standards.

This full-time position will be based out of our Flatiron office in New York, with no flexibility for remote full-time.

What You'll Do

• Lead, mentor, and develop a team of six customer experience direct reports, fostering a culture of excellence, ownership, and continuous improvement and growth;
• Set and track key performance metrics, providing data-driven insights to measure team and direct report success and drive/advise strategic improvements company-wide;
• Oversee and track the day-to-day activity of the customer experience team through multiple channels;
• Own and manage quality assurance (QA), hosting monthly individual QA sessions with each member of the team to present feedback, KPI tracking, and overall career guidance;
• Drive the end-to-end resolution process for customer issues, ensuring timely and effective support across all channels (live chat, email, phone, text, and social media-direct messages);
• Serve as the liaison and expert on all tools used by the CX team, answering questions, troubleshooting, and pitching improvement opportunities;
• Advocate for customers and the team by identifying and reporting common pain points, collecting feedback, and collaborating with cross-functional teams to suggest and implement impactful solutions;
• Manage our most complex and escalated customer cases, de-escalating issues effectively and ensuring a positive resolution that both aligns with Nestig’s high standards of service and balances business financial feasibility;
• Act as a key stakeholder in crafting and refining CX policies, workflows, and escalation procedures to enhance efficiency and customer satisfaction;
• Become a product expert, answering team questions and ensuring the team is well-informed and equipped to address inquiries across all product categories, from safety testing to assembly.

What You'll Need

• 5+ years experience in customer experience, with at least 1-2 years in a people management role
• Must be able to work onsite in our New York office in Flatiron three (3) days a week [Monday, Wednesday, Thursday]
• Experience in a D2C or early-stage, growth-oriented company strongly preferred
• A passion for delivering exceptional customer experiences, with a deep understanding of CX best practices and the ability to curate and execute improvements at scale
• Strong coaching skills, with the ability to motivate and develop high-performing direct reports and address performance issues when needed
• Excellent communications skills, both verbal and written, with a knack for creative problem-solving and calm, confident conflict resolution
• Data-driven mindset with experience analyzing customer feedback and performance metrics to optimize operations
• A proactive, solutions-oriented approach to problem solving and ability to thrive in a fast-paced and evolving environment
• Ability to embody and exercise Nestig's Core Values in all facets of the business
• Legal authorization to work in the USA

Why You’ll Love Working Here!

• Comprehensive benefits, including medical, dental, and vision insurance for you and your loved ones
• Twenty-one (21) days of paid time off (PTO) per year, so you can take your well-earned R&R
• 401(k) plan with company match
• Flexible Work From Wherever (WFW) Policy — up to five (5) weeks of remote work per year
• Monthly wellness, IT, and commuter stipend
• WFW stipend, so you are able to create a comfortable working environment at home
• Annual education stipend, because we are always learning
• Nestig discount, so you can treat you, your family & loved ones!
• Paid parental leave of sixteen (16) weeks after six (6) months of employment

Nestig is an equal opportunity employer, meaning that we do not discriminate based upon race, religion, national origin, gender identity, age, sexual orientation, or any other protected class. We believe that diversity is more than just good intentions, and we are committed to creating an inclusive environment for all employees.