Assistant Leader, Customer Experience

Summary

The Assistant Leader, Customer Experience is a contact center subject-matter expert who mentors associates, analyzes standard operating procedures, and supports team leadership to deliver a luxury customer experience. This role helps manage day-to-day team operations, drives service metrics and revenue through elevated product knowledge, and partners cross-functionally to resolve complex customer issues. The Assistant Leader models brand standards and fosters a high-performing, service-focused environment.

Responsibilities

• Support leadership in attracting, coaching and developing contact center talent.
• Mentor new associates and provide ongoing education and inspiration to reach service and career goals.
• Analyze existing SOPs to identify and implement process improvements.
• Proactively resolve complex customer issues and lead cross-functional resolutions.
• Drive customer delight and revenue through deep product knowledge and elevated service.
• Consistently represent the brand through professional communication and appearance.

Requirements

• 3+ years experience in a customer-facing role; leadership experience preferred.
• Proficiency with Mac or Dell operating systems and strong knowledge of PC applications and order management software.
• Strong interpersonal skills and a results-driven mindset.
• Ability to learn from feedback and continuously improve performance.
• High energy with the ability to energize and motivate others.
• Experience fostering a positive, high-performance work environment.
• Detail-oriented with a commitment to quality and first-class client service.
• Willingness to work a flexible schedule, including evenings, weekends and holidays.