Customer Experience Lead, Las Vegas, NV

  • Warby Parker
  • Las Vegas, NV
  • Jun 18, 2022

Job Description

Warby Parker is looking for CX Team Leads to manage Customer Experience Advisors (Full-Time and Part-Time) on our Las Vegas CX team. As a CX Team Lead, you will play an essential role in ensuring our team is delivering a top notch experience to each and every one of our customers by coaching, mentoring, and developing Customer Experience Advisors. You will also work with your team to knock customer’s socks off every day with absolutely stellar service!

***Please Note that this position requires you to be physically present at the Company’s Las
Vegas Headquarters. This an essential function of this role, and applicants who are unable to be
physically present in order to advise and support team members in the office will not be eligible
for this role***

What you'll do:

  • Lead a team of Customer Experience Advisors and be a resource to the CX team as a whole
  • Ensure that above and beyond customer service is delivered at all times through phone, email, live chat, and SMS, and proactive about jumping into action when interactions are especially busy.
  • Monitor daily interactions between Advisors and customers
  • Problem solve. You’re the go-to for the team for escalated and sensitive customer interactions
  • Review performance and communicate feedback to Advisors on a regular basis
  • Facilitate conversations through check ins and team huddles to collect feedback and ideas related to how we can improve our service and streamline our processes
  • Master our internal order management system to ensure team members are efficiently and effectively processing sales orders and maintaining customer relationships
  • Channel customer insights to all areas of the business including technology, brand, and product design
  • Work closely with our training team to learn and facilitate trainings on new product and system roll-outs

 Who you are:

  • An effective leader able to motivate and coach team members to success
  • An independent thinker with an entrepreneurial spirit (our Customer Experience team has no script and neither do you)
  • A high-energy communicator brimming with positive, proactive energy
  • Incredibly focused and attentive to detail, even while working in a very fast-paced environment 

Qualifications

  • 1-2 years management experience in a fast-paced, high growth organization
  • Understanding of the latest customer experience technologies and systems

Schedule

  • To be determined but must be okay with working nights and weekends

Warby Parker requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. Warby Parker is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.

About Us:

Warby Parker was founded with a mission: to inspire and impact the world with vision, purpose, and style.

We’re constantly asking ourselves how we can do more and make a greater impact—and that starts by reimagining everything that a company and industry can be. We want to demonstrate that a business can scale, be profitable, and do good in the world—without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.

Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses and contacts to eye exams and vision tests. 

Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, and achieve better economic outcomes. 

At Warby Parker, you can look forward to company outings and events, volunteering and learning opportunities, and just great company filled with curious, kind folks. Dreaming up and sharing ideas aren’t responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, and identities, no matter their home base, through our various employee resource groups. (We’re happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ+ employees!) That sense of community and belonging keeps us excited to walk through the door every day, wherever that door may be. 

We're driven to continue building a workplace, based on inclusive behaviors and equitable systems, where all employees can bring their authentic selves, feel engaged, and share their perspectives as a valued member of Team Warby. Transparency is what we’re all about, and our annual Impact Report and Racial Equity Strategy lay out how we’re sticking to these values.