Careers - Customer Experience Assistant Manager

Wool & Co. is an understated luxury, omni channel purveyor of premium yarns, needles & notions for hand knitting. Our mission is to inspire & support knitters one stitch at a time. We do this through a high level of customer service as well as creating a community for knitters.

We are looking for energetic, passionate individuals who are committed to delivering our mission to become part of our team.

This is a full-time salaried position starting at $45k. Benefits include healthcare and 40% store discount.

This is an on-site position only. 

Job Description for Customer Experience Assistant Manager

  • Assist in managing team of customer experience specialists to ensure delivery of exceptional customer service
  • Ensure all customer inquiries are responded to within 24 hours or less
  • Reduce response turnaround time to customers
  • Assist Manager in developing improved & more efficient processes for answering calls, emails, as well as processing returns & exchanges
  • Improve process & response time for general knitting questions, pattern support, technical questions & color selection assistance
  • Grow & develop team efficiently to adapt to business needs
  • Constantly improve & elevate level of customer service, while adhering to department financial goals
  • Report on customer service metrics & financials to senior management

Skill Set for Customer Experience Assistant Manager

  • Mandatory customer service/ call center management experience
  • Detail oriented with strong written & verbal communication
  • Strong computer skills (Microsoft)
  • Experience with luxury goods ecommerce preferred
  • Ability to prioritize, execute & bring projects to completion
  • High level of organization
  • Mandatory experience & success managing a team
  • Ability to motivate & elevate team members
  • Desire to solve issues & delight customers
  • Competent & responsible with a high level of accountability
  • Strong reading skills with ability to maintain focus on business priorities
  • Dependable
  • Work well in a team focused environment
  • Ability to adapt to change & business growth

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