Careers - Customer Experience Assistant Manager

Wool & Co. is an understated luxury, omni-channel purveyor of premium yarns, needles, and notions for hand knitting. Our mission is to inspire and support knitters one stitch at a time. We do this through an exceptional level of customer service while fostering a knowledgeable, welcoming community for knitters.

We are seeking an experienced, hands-on Customer Experience Assistant Manager to support the day-to-day leadership of our Customer Experience team. This role is ideal for someone who has managed teams before, enjoys being close to the work, and is excited to grow with a company that is expanding steadily and thoughtfully.

Role Scope & Responsibilities

●      Assist in managing a team of Customer Experience Specialists to ensure consistent delivery of exceptional customer service

●      Act as a primary point of escalation for complex customer issues including advanced knitting, pattern, gauge, and yarn substitution questions

●      Support the Customer Experience Manager with day-to-day operations and team leadership

●      Ensure all customer inquiries are responded to within 24 hours or less

●      Help maintain and improve key performance indicators (KPIs), and escalate issues that may prevent the team from meeting service goals

●      Assist in developing and refining processes for calls, emails, returns, and exchanges

●      Provide guidance and support for technical knitting questions, pattern support, yarn comparisons, fiber characteristics, and color selection assistance

●      Collaborate cross-functionally with warehouse, ecommerce, and leadership teams to resolve customer-impacting issues

●      Support team growth and development while adapting to evolving business needs

●      Report on customer service metrics and trends to senior management

Skills & Qualifications

●      Expert-level knitting experience required, including strong knowledge of yarn weights, fibers, gauge, pattern construction, and substitutions

●      Ability to confidently assist customers with advanced knitting questions and problem-solving

●      Previous experience managing a customer service team (team size may be small)

●      Strong written and verbal communication skills with excellent attention to detail

●      Experience working with customer service platforms such as Zendesk, Gorgias, or similar systems preferred

●      Strong computer skills (Microsoft Office and related tools)

●      Experience in luxury goods, ecommerce, or specialty retail preferred

●      Ability to prioritize work, manage multiple projects, and follow tasks through to completion

●      Highly organized, dependable, and accountable

●      Comfortable motivating, coaching, and supporting team member

●      Solutions-oriented mindset with a genuine desire to delight customers

●      Ability to adapt to change and support business growth

●      Works well in a collaborative, team-focused environment

Schedule & Compensation

●      Full-time, 40 hours per week

●      On-site role with weekend availability required

●      Salary range: $50,000–$55,000 per year, based on experience

●      Benefits include health, dental, and vision insurance, plus a generous employee discount

To apply for this position please click here and complete this form.