Warby Parker is hiring a

Customer Experience Team Lead, Nashville

Nashville, United States

Warby Parker is looking for a Lead to manage a team of Customer Experience Advisors on our Nashville team. As a 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!

What you'll do:

  • Lead a team of Customer Experience Advisors
  • Ensure that above and beyond customer service is delivered at all times through phone, email, live chat, and SMS
  • Monitor daily interactions between Advisors and customers
  • Review performance and communicate feedback to Advisors on a regular basis
  • Contribute 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
  • Have the opportunity to gain increased responsibilities within a specific subset of the Customer Experience team (i.e., billing, training, customer enhancement, daily scheduling, performance tracking, etc.)

 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 workhorse with a “no task is too small attitude”
  • 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

About Warby Parker:

Warby Parker is a transformative lifestyle brand with a lofty objective: to offer designer eyewear at a revolutionary price while leading the way for socially conscious businesses. By engaging directly with consumers, we’re able to offer ultra-high-quality, vintage-inspired frames for $95 including prescription lenses and shipping.  We focus on the bigger picture, too: social innovation is woven into the DNA of our company, and for every pair of glasses purchased, a pair is distributed to someone in need.

Because all work and no play makes a dull office, we fill our days with snacks, surprises, pneumatic tubes, and, when appropriate, costumes. As a full-time team member at Warby Parker, you can also look forward to team outings, guest speakers, volunteering opportunities, and brain-stimulating activities.

In 2015, Fast Company named us the #1 Most Innovative Company. We’re also a certified B Corporation, which means that we are held to the highest standards of social and environmental performance.

Some benefits and perks of working at Warby Parker:

  • Health, vision, and dental insurance
  • Flexible “My Time” vacation policy
  • Retirement savings plan (401k)
  • Parental leave policy
  • Free eyewear (discounts for friends and family!)
  • Health & wellness stipend
  • Bi-Annual team outings