Consumer Experience Team Lead - Omaha, United States - The Knot Worldwide

Description

Job Description

ABOUT THE ROLE:

The CX Team Lead is responsible for assisting in the day-to-day oversight and queue management for all of our support teams, as well as providing superior customer service and tech support to our couples The Team Lead role may also serve as an expert in areas the team supports, such as escalation management for all topics, reported issue triage, graphic design quality and more. Strong communication skills, the ability to work as part of, as well as lead, a team, and quick problem-solving skills are a must. The CX Team Lead will be skilled in communication in a variety of forms, including written, presentations and verbal, both in person and virtually.

RESPONSIBILTIES:

• Help to create and reflect a customer-first mindset for the team. Coach to this mindset and ensure that the team supports this in their interactions
• Ensure representatives work accurately and productively; give feedback and direction to ensure that agents meet their goals
• Coach the team to their strengths and opportunities; build trust as you support their career development
• Serve as our front-line escalation specialist to help mitigate customer service issues that were not resolved with a first-time resolution
• Assist with onboarding and training for all tasks and paths; execute these paths for any new hires to the team and for continuing education
• Continue cross-training with other eCom Leads and partnered squads to further the knowledge of the team and company, and increase the breadth of awareness for our teams as a whole
• Find the path to resolve technical issues that arise within our products and/or with our partnered print teams; this may involve communication with third-party partners
• Continually learn new products and stay up to date with product releases
• Coordinate and maintain a predetermined cadence of reporting for the CX cases/tickets. This will include evaluation of daily ticket volume and topics and dispatching tickets to the team to ensure SLAs are being met
• Help manage Time Off requests and Timecards
• Ability to remain agile and learn new skills or processes if assigned to a different squad within CX
• Assist larger CX team with phones, chats, design work, and emails, based on business need
• Work with customers to modify and finalize stationery designs, including the most escalated, challenging, and high-profile projects
• Maintain up-to-date knowledge of InDesign, Illustrator, Photoshop, and other Adobe programs and both ensure that the team stays updated and that our processes are efficient and up to date
• Our CX Design Specialist Team Lead(s) must possess stellar attention to detail and excellent graphic design skills.

SUCCESSFUL CONSUMER EXPERIENCE TEAM LEADS HAVE:

• Experience coaching team members or people leadership experience
• Experienced in maintaining professionalism during difficult customer or employee situations
• Able to work in a fast-paced work environment
• Ability to multitask; excellent time management skills
• Excellent communication skills, both written and verbal; ability to respond to our couples with warmth, sincerity, and empathy. Communication may be in person and/or virtual (phone, video, chat, email).
• Strong commitment to timelines, accuracy, and professionalism
• Strong attention to detail to ensure all questions are answered timely and in full.
• Demonstrate self-confidence, energy, and enthusiasm
• Customer Service experience preferably with an online retailer or e-commerce position
• Must be able to work independently
• Familiarity with Google Suite and ability to learn new software quickly

About Us

At The Knot Worldwide, we believe you are more than a resume and invite you to go for it, take the leap of faith, and apply for this job if it sparks your passion to join TKWW and make a difference

WHAT WE LOVE ABOUT YOU:

• You Dream Big. You iterate and experiment to drive innovation.
• You Love Our Users. You keep our global community at the center of everything you do.
• You Do the Right Thing. You strengthen your team through respect, fairness, and inclusion.
• You Hustle Every Day. You favor urgency and own your outcomes.
• You Win Together. People are at the heart of our success and you play as a team.

WHAT YOU LOVE ABOUT US:

We believe in a wide range of holistic offerings to support our employees so that they can live our values day in and day out. From mental wellbeing, physical health and financial planning, to engaging perks and discounts, we are in the business of celebrating and supporting the Moments that Matter both in and out of the "office". We offer flexible vacation, generous parental leave and prioritize initiatives that support the growth, development, and happiness of our people.

TKWW's approach to the future of work: We embrace a remote culture and empower our employees to work wherever they feel most productive. To facilitate in-person collaboration, we have office spaces in Barcelona, Spain; Boston, MA; Delhi, India; Galway, Ireland; London, England; Madrid, Spain; New York, NY; Omaha, NE; Portland, OR; and Washington, D.C.

US Notice: The Knot Worldwide provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, or disability. In addition to federal law requirements, The Knot Worldwide complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. The Knot Worldwide expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

U.S. Applicants: If you are a resident of California, Colorado, Washington State or New York City, please email to request your state-specific job description. In the subject line, please add the specific job title of the role you are applying to. Please also be sure to specify your state of residence.

About the Team

WHAT WE DO MATTERS:

Here at The Knot Worldwide, we believe in doing work that matters. In more than 16 countries around the world, The Knot Worldwide's leading family of brands-including The Knot, WeddingWire, Bodas, The Bash, The Bump, and more-help people take celebration planning from inspiration to action. When you join our global team, you'll be a part of a diverse group of individuals passionate about serving and enabling our communities to celebrate the moments that make us.