Do you love the outdoors and helping people gear up for adventure?

Fenix Outdoor, the parent company of our iconic Fjällräven brand and a world leader in outdoor apparel and equipment, is seeking a passionate Supervisor for DTC Customer Experience to join our growing team!

At Fenix Outdoor, we're fueled by a shared passion for connecting people with nature. We offer top-quality products through our specialty stores and a thriving online presence. This role is based out of our Aurora, CO location, and the journey starts here!

You'll lead a team of customer service superstars, ensuring our customers have an unforgettable experience across all channels – phone, chat, email, you name it! We're looking for a leader who thrives in a dynamic environment, is a communication pro, and has a talent for inspiring their team.

This position is with Fenix Outdoor, the parent company of our iconic Fjällräven brand.

What We Offer

When you join us, you are offered several great benefits. Here are some things to expect at Fenix Outdoor:

• A stimulating work environment with passionate, enthusiastic co-workers
• Opportunities for personal and professional growth that will elevate your career
• A company that treasures sustainability and acts to create future stewards of nature
• Paid Time Off
• Medical, Dental, Vision, Critical Illness, Accident
• 401k with generous company match
• Financial wellness program, including access to financial coaching and loans
• Generous schedule of company-paid holidays
• Product discounts on all Fenix Outdoor brands
• Industry discounts and more…

The anticipated wage for this position is $21.63 - $24.04 per hour (approximately $45,000-$50,000 annually).

What You'll Do:

• Lead and Inspire: Supervise a team of 6 customer service representatives, fostering a positive and productive work environment.
• Coaching and Development: Provide ongoing training and coaching to your team, ensuring they have the skills and knowledge to deliver exceptional service.
• Experience Champion: Ensure the team is responsive and effective across all channels (phone, chat, email, etc.)
• Problem-Solving Pro: Work collaboratively with the team to resolve complex customer inquiries and troubleshoot issues.
• Data-Driven Decisions: Monitor key customer experience metrics (CSAT, SLAs) and use data to identify areas for improvement.
• Continuous Improvement: Work with the team to develop and implement process improvements to enhance customer satisfaction.

Our Ideal Customer Experience Supervisor:

• You have at least three years of experience in customer service or retail, preferably in a leading or supervising role
• You're a masterful communicator, both written and verbal.
• You can manage multiple tasks with a positive and enthusiastic attitude.
• You foster positive interpersonal relationships and effective teams
• You have strong tech skills, are comfortable with Microsoft Office, and can learn new systems quickly.
• Preferred, but not required: Experience in the outdoor industry and working with Zendesk!

Ready to embark on this exciting adventure? Apply online before May 31, 2024!