Customer Experience Manager

About Us:

Kindthread is a leading company in the healthcare apparel space, with brands including Scrubs & Beyond, Landau, and White Cross. We are dedicated to providing high-quality apparel and an exceptional customer experience across our brands. Our mission is to elevate the healthcare workforce with products that are functional, stylish, and comfortable.

Overview:

The CX Manager is responsible for overseeing and enhancing all customer support channels, ensuring timely, empathetic, and high-quality responses to customer inquiries. This role involves managing customer service teams, analyzing customer feedback, optimizing support processes, and collaborating with cross-functional teams to resolve issues and drive improvements in the customer experience.

Core Responsibilities:

• Lead Digital Customer Support: Oversee all customer support channels (chat, email, social media, etc.) to ensure timely, empathetic, and high-quality responses.
• Team Management: Manage, coach, and develop internal and external customer service agents, ensuring they are equipped to deliver excellent customer interactions.
• Reporting & Insights: Analyze customer inquiries and feedback to uncover trends, identify pain points, and recommend actionable solutions. Deliver regular performance reports with key CX metrics (CSAT, NPS, response time, resolution rate).
• Process Optimization: Identify areas for automation, self-service improvements (FAQs, chatbots), and workflows to increase efficiency and reduce response times.
• Cross-Functional Collaboration: Partner with eCommerce, marketing, and tech teams to resolve escalations, improve site usability, and address recurring customer issues.
• Customer-Centric Strategy: Advocate for the voice of the customer, ensuring all digital touchpoints reflect Kindthread’s customer-first values and mission.
• Tools & Systems: Support the implementation and management of customer service tools (e.g., Zendesk, Gorgias) and ensure accurate reporting.
• Escalation Management: Manage high-priority escalations and develop processes to resolve customer concerns quickly and effectively.

Required Skills/Abilities:

• 5+ years of experience in customer service, with at least 2 years in a high-volume direct to consumer digital/eCommerce environment.
• Previous experience managing teams or external partners.
• Familiarity with CX platforms (e.g., Zendesk, Gorgias, Salesforce Service Cloud) and a strong understanding of digital support channels.
• Analytical and data-driven, with experience in interpreting CX data and turning insights into process improvements.
• Proven ability to motivate, train, and manage high-performing teams.
• Strong ability to empathize with customers and champion their needs across the organization.
• Quick-thinking, solutions-oriented, and comfortable with ambiguity.
• Excellent written and verbal communication skills, with a customer-friendly tone.

Compensation:

$90,000-$110,000 base salary. Kindthread encourages applications from candidates at all levels where pay will be based on experience.