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Client Services Jobs

Customer Experience Manager

UNRL

Saint Paul, Minnesota

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JOB DETAILS
SKILLS
Analysis Skills, Apparel Industry, Artificial Intelligence (AI), Automation, Coaching, Communication Skills, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Service Systems, Customer Service Tools, Customer Support/Service, Customer Training, Customer/Client Research, Help Desk, Leadership, Marketing, People Management, Performance Metrics, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Process Improvement, Service Delivery, Set Goals, Startup, Supply Chain, Systems Administration/Management, Team Lead/Manager, Testing, Training Program, Trend Analysis, Writing Skills, eCommerce (B2X) Marketing
LOCATION
Saint Paul, Minnesota
POSTED
30+ days ago

A decade ago, UNRL was just another clothing company founded in a basement with $300 of start-up capital.  
Today, we’re an eight-figure brand on track to becoming a leader in the athleisure clothing industry. 


How did we get here? 
  • We hire great people that fit our culture and have an old-school work ethic. 
  • We make great products and provide our customers with an unreal experience. 
  • We create great processes that enable us to set goals and track our success. 


The UNRL team consists of a small, tight-knit group of hardworking people with an entrepreneurial mindset. We’re building a brand that will stand the test of time and continue to make a positive impact in our communities. What are you leaving behind?


Every customer interaction is an opportunity to earn a customer for life. The UNRL Customer Experience Manager will lead our Customer Service Department to drive that mission forward. This role is ideal for someone with a strong background in customer service management who can identify, implement, and optimize systems to improve the overall customer experience.  


As a player/coach, you will oversee a team of customer service representatives, define our brand’s voice and tone, and ensure consistent, high-quality customer interactions. This role is hands-on, requiring you to jump into tickets when needed, while also focusing on big-picture strategy, process improvement, and cross-department collaboration.


This is an exciting opportunity to make a lasting impact on our customer experience strategy while leading a team dedicated to providing Best in Class service. If you’re passionate about enhancing customer interactions, leveraging technology and improving systems, we’d love to hear from you.


Responsibilities


  • Oversee the Customer Service Department, managing and supporting a team of customer service representatives.
  • Develop and refine customer service policies, ensuring consistency across all customer interactions.
  • Monitor and analyze customer service KPIs and data to identify trends, pain points, and areas for improvement.
  • Manage and optimize customer service tools and systems, exploring automation and AI to enhance response times.
  • Directly handle customer service tickets and phone inquiries as needed, stepping in during high-volume periods.
  • Develop and implement a training program to ensure all customer service reps maintain a consistent and effective communication style.
  • Ensure a strong, consistent brand voice and tone across all customer interactions, including email, phone, and in-person communication.
  • Collaborate with marketing and eCommerce teams to improve the website, reducing the need for customer service inquiries.
  • Oversee returns and exchange orders and analyze KPIs to identify areas for improvement between product and website.
  • Manage the phone system and call inquiries, ensuring a high level of professionalism and problem-solving ability.
  • Think outside the box to enhance customer engagement, proactively finding new ways to create meaningful connections.
  • Work cross-departmentally (supply chain, fulfillment/distribution, marketing, etc.) to identify and resolve customer experience challenges.


Requirements

  • Proven experience in a customer service leadership role, with 4+ years of prior people management experience. 
  • Tech-savvy and systems-focused, with experience in CRM tools, help desk platforms, and automation solutions. 
  • Strong analytical skills, capable of leveraging data to improve customer satisfaction and efficiency. 
  • Exceptional written and verbal communication skills, with the ability to de-escalate situations and craft empathetic responses. 
  • Ability to solve problems on the spot, particularly when handling frustrated customers. 
  • Empathetic and customer-focused, with a passion for delivering exceptional service. 
  • Experience in training and developing customer service teams. 
  • Ability to work in-office and collaborate cross-functionally with other departments. 
  • Creative mindset, able to think outside the box to improve customer engagement and experience.


Benefits

  • Health & Dental Insurance (Immediate Eligibility)
  • Vision Insurance (Immediate Eligibility)
  • 401(k) Retirement Plan with employer match (Eligibility begins after 1 year of employment)
  • Annual 401(k) Profit Share Bonus (Eligibility begins after 1 year of employment)
  • UNRL annual contribution to HSA
  • Discount on UNRL Product
  • Paid time off (PTO) + 7 paid holidays

 
The starting salary for this full-time position is between $80,000 and $95,000, based on qualifications and experience in role.



About the Company

U

UNRL

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