Sleep Center Manager jobs in Virginia Beach, VA

Date: January 9, 2023

Location: Virginia Beach, VA

Reports to: CEO

Salary Range: $75,000 - $90,000

Overview:

As the Manager of Customer Experience, you’ll be the leader in ensuring we’re providing the highest quality of experience to our customers. You’re responsible for ensuring operational effectiveness and efficiency, managing a team of agents dedicated to providing great experiences and quick responses. This role is a hybrid role with at least 3 days/week in-office.

This position requires commitment to embrace the company’s culture through the alignment of personal behaviors with the company’s core values.

Responsibilities:

• Lead the team in providing the best experience to every customer, whether they’re contacting us presale or post-sale
• Help the organization drive sales by implementing and maintaining a call-to-order line, offering sales as a service to our customers
• Manage, inspire, coach, and lead a high performing team. This includes hiring, training, and developing the team to meet the organization’s goals while also helping them meet their professional goals
• Manage inbound and outbound call efficiency and technology, components, and resources
• Oversee customer reviews on Leesa.com and ensure that every customer review gets posted. Resolve negative reviews and implement changes as needed based on the feedback provided in the reviews
• Be the voice of the customer by proactively providing feedback across departments regarding concerns, system issues, and user experience
• Successfully communicate with our partners to ensure the best experience is being offered to our customers, including manufacturers, shipping, or retail partners
• Manage the CRM platform and leverage data and customer feedback to improve the customer experience
• A commitment to embrace the company’s mission-centric culture through alignment of personal behaviors with the company’s core values

Qualifications:

• 8 years in a customer experience role
• 3 years working in customer service team lead or manager role
• Previous experience managing a multi-channel customer experience via phone, email, and chat
• Enthusiastic and inspiring people management skills
• A deep understanding and strong empathy for customers, customer support, and customer success methodologies
• Exceptional customer service, teamwork, organizational, and communication skills to thrive in a dynamic culture
• Experience with Zendesk or similar CRM platform preferred
• Excellent listening, written, and oral communication skills

Working Conditions:

• Office environment – no special conditions
• When working from home, employee will need to have a designated, distraction-free work environment conducive to the confidential nature of the job
• Flexible nature to manage competing and changing priorities
• Some travel to support business and social impact events and activities

About Leesa

Based in Virginia Beach and launched in 2015, Leesa is an innovative, fast-growing e-commerce mattress brand, challenging the traditional mattress industry with premium sleep products. Leesa is driven by its social mission as much as its performance goals. Leesa has donated over 40,000 mattresses since our launch, continuing to donate through our network of shelters and mission-partners that help homeless individuals, youth, and families have a better place to sleep.

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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

This job description should not be interpreted to be a complete list of all the duties, qualifications and responsibilities performed by the jobholder. To maintain organizational flexibility, management has the discretion to add, drop or change at any time the duties, responsibilities, and expectations of this job. This job description does not constitute an offer of employment, continuous employment, or an employment contract.

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