Comfrt ยท 14 hours ago
L&D Manager
United States
Full-time
Remote
Mid Level
3+ years expComfrt is a rapidly growing direct-to-consumer brand focused on mental wellness and inclusivity. The Learning & Development Manager will partner with CX leaders to enhance customer experience and manage quality assurance while maintaining the training library.
ApparelE-CommerceFashionRetail
Responsibilities
Provide outstanding service to our customers with a warm and empathetic approach in line with the Comfrt brand and voice across all platforms
Respond to customer inquiries across several channels - email, SMS, chat
Ability to multitask & self manage time spent on tasks to ensure maximum output
Problem solve to create a positive experience for all customers and produce high satisfaction ratings
Strive to take on additional tasks that help to push the organization's goals forward
Remain positive and promote a culture of continuous improvement and engagement within the team
Meet and strive to exceed individual and team Customer Experience KPI's and targets
Fulfill end to end customer service and support customers with escalated enquiries through to resolution. Independently problem solves in escalated customer situations with minimal escalation to management
Work alongside peers to ensure necessary cover is allocated to tasks to ensure business goals are always achieved including cover for leave
Be a policy & process expert and assist agents with questions in the Slack Channel
Partner on QA and ensure training practices are implemented across all inquiry reviews
Assist with QA and training updates for any existing and new AI platforms
Monitor and report on team CSAT performance, including Service Recovery
Manage macro library within ticketing system, including updates, tags, etc, are consistent and accurate
Following up on all negative reviews, QA, and weekly/monthly snapshots
Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience
Maintain Lessonly Learning Library and create new lessons when needed
Lead agent onboarding
Sending SOD/EOD Reports
Complete Weekly Team Meeting slides
Qualification
Required
3+ years of Customer service experience with a track record of providing excellent customer service
High level of understanding of CRM Platform (Gorgias, Zendesk) and communication tools
Advanced computer skills including Microsoft Windows and Google Suite
Ability to multitask & self manage time spent on tasks to ensure maximum output
Strong problem solving skills to ensure a positive experience for all customers
Must be organized, a self starter, and have strong interpersonal skills to work effectively and build strong relationships with business partners
Excellent written, verbal, and presentation skills
Experience training
Preferred
Experience in retail ecommerce direct to consumer operations preferred
Experience with Shopify Plus, Excel and Google Suite is desirable
Benefits
Generous paid time off
Company-covered health insurance
5% 401k match
Discounts on all Comfrt products
Company
Comfrt
Comfrt designs weighted hoodies, loungewear, blankets, and accessories that support comfort and mental wellbeing.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Company data provided by crunchbase