**Customer Experience (CX) Manager**

at Grailed New York We are looking for a C ommunity Experience Manager to join our team an d help us smartly scale our thriving support operations . The C ommunity Experience Manager will help oversee the day-to-day operations of the team , manage individual performance, and meet regularly one-on-one with the team to provide guidance, development, and support . You will report to the Director of C ommunity Experience . **As a** **C** **ommunity** **Experience** **Manager** **, you will** **:** * Manage individual performance and be responsible for delivering reviews.

* Be responsible for team scheduling, ensuring all tasks are properly staffed to handle incoming volume.

* Review and approve timesheets, overtime, expense reports, and PTO requests.

* Monitor the teams overall performance using our health metrics, and make adjustments or recommendations as needed.

* Investigate and implement new avenues for supporting Graileds passionate community.

* Work collaboratively across departments to help achieve the objectives and key results set by the Director.

You have at least 5 years e xperience in a management role for a customer support team . * You can manage complex projects to completion, setting milestones and rallying the team behind a shared vision.

* You have extensive e xperience with support metrics and reporting, and using those metrics to make informed decisions and tell a coherent story .

* You have a proven track record for developing employee talent, placing a high priority on coaching, feedback, and setting developmental goals.

* Youre flexible, and level-headed in a crisis.

* You have an inquisitive mind, eager to find new efficiencies or novel solutions.

* Full of pride for your role and ownership over the Grailed customer experience.

* Impeccable judgment when trusted with sensitive, non-public data and information .

* You have experience working with PayPal claims or other payment processors, troubleshooting issues and working with outside stakeholders to solve customer problems.

* Competence with Zendesk (or other ticketing processor systems) .

* Experience providing high touch service to VIP clientele.

**Grailed** **is one of the largest** **peer-to-peer** **marketplace** **s** **for** **clothing** **.** **We are the future** **of fashion commerce** **, empowering sustainable self-expression through style.** **Grailed is a fully-remote team that works between the hours of 10am - 6pm ET. We also have our headquarters in NYC** **(SoHo)** **for those who wish to work from an office environment.** **Our team focuses on providing an environment that encourages learning and growth, giving you the opportunity to lead your own projects and take pride in the work you do.** **The following might describe you:** **Bonus:** **About:** Grailed cares deeply about the customer and the employee experience. We are a fully-distributed team with headquarters in NYC. Each Grailed team member is given the freedom and tools to do their best work from wherever they choose. We offer stock options, health insurance with 100% premium covered, a 401(k) plan, great vacation, and commuter benefits. We have a healthy work-life balance and a fantastic working environment. Grailed is an equal opportunity employer. We value a diverse workforce and an inclusive culture. We encourage applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, marital status, disability, and veteran status. If you have a disability or special need that requires accommodation, please email us at accommodations@grailed.com to let us know. Location (City) * *

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