["CX Support Manager","CX Support Manager"]

ApplyDescriptionGeneration Tux is currently looking for a Customer Service Support Manager to lead our call center team to deliver exceptional customer service and operational excellence. A leader at Generation Tux is flexible to our dynamic call center environment and can adapt to change quickly. If you like to lead by example while demonstrating resilience in the face of challenges and promoting a positive attitude with the team we would like to talk to you!What do we do at Generation Tux? Generation Tux is a tuxedo and suit rental organization founded by menswear legend, George Zimmer. George created the company in 2014 to provide high-quality tuxedo and suit rentals, competitively priced, and in the most convenient way possible – shipped directly to your door. Generation Tux is a growth‑stage startup, and we need your help taking our growth to the next level.Why work for Generation Tux? We are committed to providing exceptional customer service and you will play a pivotal role in shaping our service standards and ensuring customer satisfaction. If you're ready to bring your leadership to a team that values innovation, growth, and service excellence, apply now and be a driving force in our exciting journey ahead!LocationOnsite; Louisville, KYReports ToDirector of Customer ExperienceTypeFull-time, ExemptDepartmentCustomer ExperienceResponsibilitiesResponsible for day to day operations of an inbound call center inclusive of people and processConduct effective resource planning to maximize the productivity of resources inclusive of people and technologyEvaluate and monitor performance with key inbound metrics on all interactive platformsCoach and provide training to personnel to maintain high customer service standards on a daily basisMotivate and mentor staff, providing feedback and recommendations for continuous improvementCreate schedules that best fit inbound call center needs while providing consistency for employeesResponsible for hiring and personnel development in partnership with the Training teamResponsible for holding first-line managers accountable for managerial workBe a subject matter expert on our customer service systems, workflows, and business rulesAssist in resolution of escalated customer situations – be a final point for customer escalationsChampion the design of, and improve, the customer experience to increase satisfaction and loyalty in partnership with Chief Customer Officer, Director of Customer Experience, Technology team, and other internal stakeholdersMaintain and uphold all corporate objectives and goalsOther tasks as assigned by leadershipRequirementsAt least 3 recent, consecutive years of call center leadership experience and people managementAt least 5 recent, consecutive years customer service experience in a call center settingExperience that demonstrates successful leadership skills in a high-performing team environment, strong business acumenProven experience with organizational and leadership skillsSolid understanding of reporting and budgeting procedures with experience in basic financial analysisEffective negotiation and persuasion skillsExcellent verbal and written communication skillsStrong relationship building and motivational skillsMust be self‑motivated, organized, and able to work independently to meet goalsAbility to think “outside the box”Technology and web savvyPosting StatementAt Generation Tux, we believe that our goal is to enable incredible lifestyle experiences during major life events. Each of us has a responsibility to drive accountability, transparency, and respect.Generation Tux is an Equal Employment Opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.Generation Tux does not accept unsolicited headhunter and agency resumes. Generation Tux will not pay any third‑party agency or company that does not have a signed agreement with Generation Tux.#J-18808-Ljbffr