Mission

This person will assist with managing the CX Support Team by carrying out administrative tasks, supporting agents, and managing schedules.

Requirements

Scheduling

• Ensure the CX Support Team schedule closely matches forecasts
• Identify and implement agent schedule changes
• Approve/Deny PTO and Make-Up Days
• Coordinate break-times
• Approving timesheets

Zendesk Management

• Escalated Cases
• Handling all ‘Manager request’ phone calls
• Sending warning messages to customers
• Monitoring the inbox
• Moving tickets to prevent a backlog
• Moving tickets to minimize response time

Quality Assurance Support

• Complete monthly QA assignments by the 20th of each month

Performance Coaching

• Hold 1×1 “Check-in” meetings with CX Agents
• Contribute to Performance Review process
• Challenge/help agents hit their daily goals

Training/Team-building

• Host regular re-training and team-building events for the CX Support Team
• Update Nuclino articles as necessary
• Create new macros and update processes as needed

Key Skills and Other Responsibilities

• Have the confidence and resilience to handle escalated customer situations, providing polite leadership, calm diplomacy, and thoughtful suggestions to resolve conflicts amicably
• Ability to give and receive feedback and take action on items that will help improve the customer and employee experience
• Maintain great communication with the Head of CX, reporting notable events and issues in a timely fashion and making suggestions for how to improve things
• Be innovative. Share new ideas that will help overall efficiency and results on the CX Support team
• Maintain extensive product knowledge of all Proper Cloth fabrics, shirts, casual pants, tailored clothing and stocked products
• Master using propercloth.com and other tools for placing orders, processing returns and remakes, logging garments to be tailored, saving customer wishlists and notes, and other tasks.
• Have a clear understanding of all operational tasks required to facilitate the CX Support daily activities and be able to delegate when appropriate to do so
• Be respectful to customers and co-workers and lead a positive, productive, team oriented work atmosphere
• Understand and exemplify the Proper Cloth mission and values
• Maintain a growth mindset, accept feedback from manager and peers graciously, and adapt to new company initiatives with an open mind

About the company

Proper Cloth is a leader in the direct-to-consumer men’s custom clothing market. Our vision is to build a leading, global, luxury menswear brand.

We see a future where people don’t buy clothes in sizes that don’t fit or styles they don’t love. A future where perfect, custom fit clothing is made on-demand for a superior customer experience and a more efficient supply chain.

Some quick stats about us:

• 40 employees
• Headquartered in Soho, New York
• Over 200,000 customers worldwide

There aren’t many businesses like ours. We’re half fashion brand and half tech-startup. We’ve been called “Our New Favorite Online Custom Shirtmaker” by GQ magazine and “One of the most successful made-to-measure e-commerce sites” by Esquire. We have product-market-fit and the stability to do things right. We’re profitable and growing fast. We’re committed to building something that lasts.