Customer Experience Manager

Location: Remote in U.S

Reports to: VP of Operations & Supply Chain

Nice to meet you!

Pepper is a DTC fast-growing, unabashedly confident bra brand intentionally designed to celebrate small-chested bodies in all their glory. We’re on a mission to empower small-chested women of all body types to embrace the flat in flattering. Since launching our 470% funded Kickstarter in 2017, we’ve sold more than a million bras last year alone and have gone viral and been featured in Cosmopolitan, Glamour, Forbes, Vogue, and more.

What we’re proud of:

• Small & mighty. Without raising traditional VC dollars, we’ve grown to eight figures in sales in just 5 short years through focused, profit-minded strategies.
• Doing big things. Our vision is to create a world where ‘flat’ is no longer an insult and where we take over our customer’s closet with solution-driven intimates
• Good for people & the planet. We are intentional about our impact, from how we give back to communities to the women who make our bras. Read more here.

Where you come in.

The customer is at the heart of everything we do – and the Customer Experience (CX) Manager will be responsible for ensuring a best-in-class customer service experience for our community, ensuring that the customer’s voice is represented across our organization. The CX Manager is a dynamic, empathetic leader with a customer-obsessed mindset, who can balance the importance of quality interactions while meeting speed and cost key performance metrics. This is a fast-paced, strategic role that will report directly into our VP of Operations & Supply Chain and have a huge impact scaling our CX operation and influencing key KPIs like customer loyalty, retention rate, and cost efficiency.

• Oversee daily operations of the CX team, ensuring efficient and effective resolution of customer inquiries and issues. 
• Manage department budgets, including forecasting agent hours, building expense models, and optimizing service correlation between contacts, AOV, and UPOs.
• Train, mentor, and develop internal CX agents and BPO agents, providing ongoing coaching and feedback to enhance performance. 
• Create , implement and consistently optimize CX  policies and procedures to drive customer satisfaction and retention. 
• Monitor CX metrics and KPIs, analyzing data to identify trends and areas for improvement; Proactively identify high-volume timeframes based on historical events, and plan team resource needs.
• Collaborate with other departments to streamline processes and enhance the overall customer experience. 
• Monitor customer feedback and sentiment, leveraging data analytics to measure and track the effectiveness of the customer care team; Identify opportunities for improvement and provide recommendations to leadership on team resource needs. 
• Handle escalated customer complaints and inquiries, resolving issues promptly and effectively.
• Develop and maintain positive relationships with key customers, acting as a primary point of contact for escalations and feedback.
• Stay up-to-date on industry trends and best practices in customer service, continually seeking opportunities for innovation and improvement. 
• Evaluate & strategically determine where technology can be utilized to effectively improve the customer experience, while not taking away from personal & emotional touchpoints. 
• Develop and implement a comprehensive customer experience strategy, aligning with the company's goals and objectives around customer satisfaction, growth & loyalty.
• Support cross-functional teams to design and deliver seamless customer journeys, from initial contact through post-purchase support.
• Conduct research and gather insights to understand customer needs, preferences, and pain points.
• Champion a customer-centric culture throughout the organization, promoting empathy and advocacy for the customer.
• Serve as a key liaison between the company and its customers, representing the voice of the customer in strategic decision-making processes.

Requirements

• Passionate about Pepper’s mission to redefine body standards and lives Pepper’s brand and ethos
• Proven experience managing customer service operations, particularly in a DTC setting in the intimate apparel industry. 
• Experience managing BPO partners, including understanding of SLAs (Service Level Agreements) and vendor management.
• Demonstrated experience in leading and motivating teams, whether in-house or remote.
• Deep understanding of customer needs and the ability to design and implement strategies that enhance customer satisfaction and loyalty.
• Proficiency in using analytics tools to measure and improve customer experience metrics, such as NPS (Net Promoter Score), CSAT (Customer Satisfaction Score), AHT (Average Hold Time) and QA (Quality Assurance).
• Excellent verbal and written communication skills to effectively interact with customers, BPO agents, and internal teams.
• Strong problem-solving skills to address and resolve customer issues and operational challenges.
• Ability to manage multiple projects simultaneously, including those involving BPO partnerships and internal initiatives.
• Familiarity with customer service and support platforms (e.g., Shopify, Gorgias) used in conjunction with BPO operations.
• Ability to develop and adjust long-term strategies based on changing customer expectations and business needs in order to align with company goals.

Pepper values.

• We Set the New Standard 🏆: We challenge ourselves to always do better than the status quo and are not afraid to think outside the box.
• We Care Hard 💪: We do hard things with empathy, collaboration, compassion, and don’t shy away from tough feedback or situations.
• We Believe No Job’s Too Big or Small 🗻: We roll up our sleeves, and are able to do a lot with a little through creative problem solving and resourcefulness.
• We Embrace Flexible Conviction 💫: We don’t hold back, and believe the best decisions are ones made together with conviction and openness.

Benefits

The perks.

• Company matched 401K plan up to 3%
• 100% company covered option for medical, vision, dental insurance premiums
• Flexible remote work location
• Flexible and generous vacation policy
• Paid parental leave for qualifying employees
• Health & wellness monthly stipend
• Employee discount for Pepper product
• Have a huge role in the growth of a company with a meaningful mission

Diversity

Pepper is an equal opportunity employer and makes employment decisions on the basis of merit. Pepper's policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.

Pepper will consider for employment qualified applicants with criminal history, including arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.

What Personal Information We Collect

Professional, employment-related, or schooling information. Current or past job history, performance evaluations, and educational background, including grades and transcripts.

How We Use Your Information

For professional, internal analysis, or employment-related purposes, including job applications.

The expected salary for this role is $90,000, though the final offer will reflect several factors such as your experience, skills, and the role’s location and may be outside of this number. Candidates should expect offers that reflect their individual qualifications, experience, and location. The salary provided is directional and actual compensation may vary. At Pepper, we know that compensation is just one part of the package. That’s why we offer a robust total rewards package, including health and wellness benefits, remote work stipends, a generous flexible paid time off policy, product discounts, and more, that are designed to support your journey both inside and outside of work.