Warby Parker is hiring a

Customer Experience Team Lead, New York

New York, United States

Warby Parker strives to deliver an extraordinary shopping and ownership experience, and as a Customer Experience Team Lead, you will be essential in ensuring our team is delivering this top notch experience to each and every one of our customers. You will also work with your team to personally kill customers with kindness and knock their socks off every day with absolutely stellar service!

As a team member at Warby Parker you can look forward to catered lunches three times a week, company outings, guest speakers, and all sorts of other goodness.

What you'll do:

  • Lead a team of Customer Experience Advisors
  • Monitor daily interactions between advisors and customers by always being available for questions and issues that may arise
  • Ensure that above-and-beyond customer service is given at all times through phone, email, live chat, SMS, social media and in person
  • Complete monthly scorecards for each direct report
  • Conduct month-in-reviews with each direct report
  • Come up with ways to improve our service, streamline our processes, and better serve our customers
  • Think creatively about ways in which we can optimize each customer’s experience
  • Master our internal order management system to ensure your team members are efficiently and effectively processing sales orders and maintaining customer relationships
  • Channel customer insights to all areas of the business such as technology, marketing, design and product
  • You will also 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:

  • A natural born leader able to motivate and coach advisors to success
  • A proven top performer as a Customer Experience Advisor at Warby Parker
  • A workhorse with a "no task is too small" attitude
  • Energetic, kind, sincere, patient, and adaptable
  • Smart and organized to the point of neuroticism
  • Positive, positive, positive!
  • Resilient
  • Driven by an entrepreneurial spirit
  • Generally awesome 

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 team member at Warby Parker, you can also look forward to company outings, guest speakers, volunteering opportunities, and brain-stimulating activities.

In 2014, Fast Company named us the #1 Most Innovative Retail 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
  • Cell phone reimbursement
  • Flexible “My Time” vacation policy
  • Retirement savings plan (401k)
  • Commuter benefits
  • Free eyewear (discounts for friends and family!)
  • Health & wellness stipend
  • Quarterly team outings