Pepper is hiring a
Customer Experience Manager

Summary

The job is for a Customer Experience Manager at Pepper, a fast-growing DTC bra brand. The role involves overseeing the CX team, managing department budgets, training agents, creating and optimizing CX policies, monitoring metrics, collaborating with other departments, handling escalated customer complaints, developing a comprehensive customer experience strategy, conducting research to understand customer needs, championing a customer-centric culture, and serving as a key liaison between the company and its customers.

Requirements

• Proven experience managing customer service operations, particularly in a DTC setting in the intimate apparel industry
• Experience managing BPO partners, including understanding of SLAs (Service Level Agreements) and vendor management
• Demonstrated experience in leading and motivating teams, whether in-house or remote
• Deep understanding of customer needs and the ability to design and implement strategies that enhance customer satisfaction and loyalty
• Proficiency in using analytics tools to measure and improve customer experience metrics, such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), AHT (Average Hold Time) and QA (Quality Assurance)
• Excellent verbal and written communication skills to effectively interact with customers, BPO agents, and internal teams
• Strong problem-solving skills to address and resolve customer issues and operational challenges
• Ability to manage multiple projects simultaneously, including those involving BPO partnerships and internal initiatives
• Familiarity with customer service and support platforms (e.g., Shopify, Gorgias) used in conjunction with BPO operations

Benefits

• Company matched 401K plan up to 3%
• 100% company covered option for medical, vision, dental insurance premiums
• Flexible remote work location
• Flexible and generous vacation policy
• Paid parental leave for qualifying employees
• Health & wellness monthly stipend
• Employee discount for Pepper product
• Have a huge role in the growth of a company with a meaningful mission