Consumer Experience Team Lead at The Knot Worldwide in Omaha, Nebraska

Job Description:

ABOUT THE ROLE:

The CX Team Lead is responsible for assisting in the day-to-day oversight and queue management for all of our support teams, as well as providing superior customer service and tech support to our couples! The Team Lead role may also serve as an expert in areas the team supports, such as escalation management for all topics, reported issue triage, graphic design quality and more. Strong communication skills, the ability to work as part of, as well as lead, a team, and quick problem-solving skills are a must. The CX Team Lead will be skilled in communication in a variety of forms, including written, presentations and verbal, both in person and virtually.

RESPONSIBILTIES:

• Help to create and reflect a customer-first mindset for the team. Coach to this mindset and ensure that the team supports this in their interactions
• Ensure representatives work accurately and productively; give feedback and direction to ensure that agents meet their goals
• Coach the team to their strengths and opportunities; build trust as you support their career development
• Serve as our front-line escalation specialist to help mitigate customer service issues that were not resolved with a first-time resolution
• Assist with onboarding and training for all tasks and paths; execute these paths for any new hires to the team and for continuing education
• Continue cross-training with other eCom Leads and partnered squads to further the knowledge of the team and company, and increase the breadth of awareness for our teams as a whole
• Find the path to resolve technical issues that arise within our products and/or with our partnered print teams; this may involve communication with third-party partners
• Continually learn new products and stay up to date with product releases
• Coordinate and maintain a predetermined cadence of reporting for the CX cases/tickets. This will include evaluation of daily ticket volume and topics and dispatching tickets to the team to ensure SLAs are being met
• Help manage Time Off requests and Timecards
• Ability to remain agile and learn new skills or processes if assigned to a different squad within CX
• Assist larger CX team with phones, chats, design work, and emails, based on business need
• Work with customers to modify and finalize stationery designs, including the most escalated, challenging, and high-profile projects
• Maintain up-to-date knowledge of InDesign, Illustrator, Photoshop, and other Adobe programs and both ensure that the team stays updated and that our processes are efficient and up to date
• Our CX Design Specialist Team Lead(s) must possess stellar attention to detail and excellent graphic design skills.

• Experienced in maintaining professionalism during difficult customer or employee situations
• Able to work in a fast-paced work environment
• Ability to multitask; excellent time management skills
• Excellent communication skills, both written and verbal; ability to respond to our couples with warmth, sincerity, and empathy. Communication may be in person and/or virtual (phone, video, chat, email).
• Strong commitment to timelines, accuracy, and professionalism
• Strong attention to detail to ensure all questions are answered timely and in full.
• Demonstrate self-confidence, energy, and enthusiasm
• Customer Service experience preferably with an online retailer or e-commerce position
• Must be able to work independently
• Familiarity with Google Suite and ability to learn new software quickly