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Customer Support Manager

Noonday Collection uses fashion and design to create economic opportunity for the vulnerable by harnessing social selling entrepreneurs across the US that we call Ambassadors. Ambassadors create a marketplace for our artisans by hosting in-home Trunk Shows where they style and share the powerful stories behind the pieces. Noonday caters to fashionable, creative, and globally-engaged women who are curious and aspire to impact the world.

 

Do you want to help us change the world? We are searching for a Customer Support Manager, or as we say internally, Ambassador Care Manager – someone who will lead customer and Ambassador support and communication, provide operational guidance to the Customer Support team, and advocate for the customer and Ambassador experience cross-functionally. The Customer Support Manager will provide customer insights across the business, creatively leverage social media and other communication channels, and continually strive for positive and helpful interactions with our community. Passion for the betterment of the world is essential!

 

JOB DUTIES & RESPONSIBILITIES

  • Customer & Ambassador experience insights and development
    • Use customer contact trends and their root cause to identify training or technology needs of customers, Hostesses, Ambassadors, and Home Office team members
    • Represent the voice of the customer to provide customer insights and then work cross-functionally to develop improvement plans
    • Maximize the capability of support tools to deliver best-in-class support in the most efficient and customer-centric manner
  • Team management
    • Coach, mentor and train the Customer Support team to deliver exceptional support that reflects highly satisfied customers
    • Manage and maintain workload model to manage ticket volume, monitor and optimize staffing accordingly
    • Create and maintain training materials and an onboarding program for the Customer Support team
    • Lead and motivate the team to successfully achieve team and individual metrics on a consistent basis as measured in department and agent KPIs
  • Ticket management and reporting
    • Manage service level agreements and produce regular reporting that documents the performance of the Customer Support team
    • Define ticket drivers and provide guidance on ways to reduce ticket volume
    • Provide escalation support to the team
    • Develop Noonday’s Customer Support model to support growth via multiple channels and strategies (i.e., traditional ticket management system, social media platforms, flexible staffing, etc.)
  • Ambassador communication and support
    • Review relevant conversations on social media channels, engage with the community through other channels and act on customer and Ambassador feedback
    • Monitor the health of the Ambassador community and provide recommendations to improve
    • Collaborate with Sales, Marketing and cross-functional teams in the development of Ambassador communication plans that facilitate engagement and learning

 

AN IDEAL CANDIDATE HAS THESE MINIMUM QUALIFICATIONS:

 

  • Bachelor's degree preferred
  • Minimum 3 years’ experience leading customer service teams
  • Experience designing great customer experiences, including leveraging social media platforms for feedback and conversation

 

AS WELL AS THE FOLLOWING KNOWLEDGE AND SKILLS:

  • A demonstrable passion for customers and building partnerships
  • Initiative and desire to continuously improve customer experience in creative ways
  • Strong work ethic and accountability
  • Strong verbal and written communication skills
  • Proven ability to remain objective and calm under pressure
  • Proficient with MS Office and comfortable with new technology
  • Interested and engaged in social media as a customer service platform
  • Comfortable speaking in large groups and presenting new ideas
  • Strong interpersonal skills
  • Ability to build collaborative relationships with cross-functional team members

 

This role is located at our Home Office in Austin, Texas.

 

OTHER EXPERIENCES OR SKILLS THAT COULD MAKE YOU EVEN MORE QUALIFIED:

  • Experience working in a retail Customer Support environment
  • Previous attendance at a Noonday Collection Trunk Show
  • Demonstrated passion for helping the global poor through the use of your time, talents and resources
  • Enthusiasm for creative ways to connect with customers and exploring new technology

 

About Noonday Collection

Noonday Collection is a socially responsible fashion business committed to creating meaningful opportunities across the globe. Founded in 2010, Noonday designs and sells an exclusive collection of jewelry and accessories made by artisans around the world.

 

Noonday Collection’s innovative business model invites women to become Ambassadors who sell Noonday products online and at Trunk Shows across the United States. Together nearly 2,000 Ambassadors are creating a growing marketplace for artisan businesses by enabling hostesses to style their friends and change the world. Noonday develops these artisan businesses through fair trade, empowering them to grow sustainably, create dignified jobs and impact their communities.

 

noondaycollection.com

facebook.com/noondaycollection

instagram.com/noondaycollection

 

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