Customer Experience Manager

Summary

Join Fresh Prints, a NYC-based custom apparel start-up, as a remote Customer Experience Team Manager. You will lead a team of 10+ associates, overseeing customer communications, sales enablement, and team performance. This high-impact role demands strong leadership, prioritization, and analytical skills. You'll set and track team metrics, ensuring goals are met, and report directly to the VP of Operations. Fresh Prints offers a competitive salary, health insurance, mental health benefits, learning opportunities, and a positive work culture. The position requires managing night shifts (6:30 PM to 3:30 AM IST, 9:00 AM - 6:00 PM EST).

Requirements

• A total of 5+ years of experience in Customer Service or Sales Development of which 2+ are in a team lead/people manager role
• Strong analytical and organizational skills
• Able to make decisions without direct supervision
• Ability to negotiate positive outcomes
• Fluency in English and excellent communication skills
• This role requires someone who is comfortable working night shifts

Responsibilities

• Fully own our customer experience at Fresh Prints. That includes any projects, requests from other functions, headcount planning, helping the team realize its full potential and making it future-proof
• Managing a team of CX Associates
• Managing communications with customers
• Setting and tracking team metrics
• Make sure all goals are reached
• One on one meetings with your direct reports and with the VP of Operations

Preferred Qualifications

• Entrepreneurial spirit
• Detail Oriented
• Natural Leader
• Goal-Driven
• Proactive & Problem Solver
• Ability to remain calm under pressure

Benefits

• Competitive annual salary between USD 15,000 to USD 24,000
• Health insurance
• Mental Health Benefits
• Learning opportunities
• Working in a great culture
• This is a fully remote position
• Working hours are 6:30 PM to 3:30 AM IST Monday to Friday (9:00 AM - 6:00 PM EST)