Community Experience Manager Jobs in United States at Threadless
Title: Community Experience Manager
Location: United States
About UsThreadless is a diverse, global community of independent artists and those who support them, with creatives from all over the world and different backgrounds coming together to make great art.
We started with just tees, but tons of products make great canvases. While we work with partners to find these canvases for our artists, it’s our community who makes and picks the best art for us to offer. Whether it’s voted-on art at Threadless.com or designs artists choose to include on their very own Artist Shops, when you buy from us, you support great art. The weird art. The geeky art. The beautiful art. More importantly, here at Threadless, we feel that art plays a meaningful role in driving progress and creating cultural change.
While we’re based in Chicago, having first opened our doors in 2000, we are now a remote company, giving our employees the flexibility to do their best work from anywhere.
Threadless. Make Great Together
About Our Community Experience TeamThreadless is built on a rock solid community. Our Community Experience team is responsible for supporting our community of international and diverse customers, artists, and designers. In doing this, our Community Experience team lives out the Threadless voice every day in their work- they naturally possess the upbeat attitude and friendly communication style found on Threadless to keep our community happy and vibrant.
Our Community Experience team is made up of 3 groups:
Help Team: Supporting the Threadless site, community, and customers
Artist Relations: Communicating with our Artist community, designers, and Artist Shop owners
Shop Support: Helping Artist Shop owners and their customers
The Community Experience Manager is responsible for working closely with the Community Experience team and providing daily support to Customer Support representatives. Reporting to the VP of Brand Experience, you will be a Threadless subject matter expert, providing in-the-moment coaching and support to allow the team to deliver excellent service to our community of customers, artists, and designers.
This role will use problem-solving and people skills to support the internal and outsourced team through multiple channels, driving productivity while monitoring incoming contact volumes, SLAs, and prioritization to tackle the highest priority cases first. You will be required to have excellent written and verbal communication skills and be savvy in working with a variety of systems and technology. Your main objective is to offer the best experience possible for any person interacting with Threadless and Artist Shops, and you support and train our Customer Support team to do the same by offering hands-on support and guidance.
If you enjoy communicating, writing, and helping out people daily, we’d love to hear from you.
Provide day-to-day support, subject matter expertise, and real-time coaching for the Customer Support team, motivating and supporting the team to resolve customer concerns.
Stay present and available for team support, including monitoring communications, answering questions, and providing real-time feedback via Slack.
Oversee the team to drive productivity via queue management.
Serve as the first line of defense for escalations for the broader Support team.
Escalate vendor communications required to resolve customer concerns.
Stay up-to-date about and maintain the knowledgebase for Threadless products, services, …