Commando is seeking an experienced customer experience professional to lead our talented Customer Experience team! The Customer Experience Manager will support day-today efforts and ensure that all Commando customers have an excellent experience with the brand.  

  

 Key Areas of Responsibility: 

  • Ensure that all Customer Experience Specialists are consistently providing genuine, friendly, personable and professional customer service
  • Oversee management of online product review platform; reviewing responses to website reviews prior to posting 
  • Partner with our warehouse shipping & operations teams to support the Customer Experience team in answering customer inquiries 
  • Generate a monthly “Return Report” summarizing any Return trends and recurring issues for the benefit of the larger organization (including Research & Design) 
  • Proactively advise eCommerce, Sales & Marketing teams of recurring customer feedback (positive or negative) as well as requests for product 
  • Represent the voice of the customer within the walls of Commando
  • Ensure Customer Experience Handbook is well maintained with any updates to process
  • Share Customer Experience Data, including volume of inquiries related to any positive or negative experiences 
  • Receive and navigate Customer Experience escalations as they arise  
  • Support customers in day-to-day operations alongside Customer Experience Specialists 

Knowledge & Skill Requirements:

  • 5-7 years customer service experience
  • Experience leading a team
  • 2-3 years experience in working with customer service e-commerce platform (Ex. Shopify, Magento, Demandware, etc)
  • Ability to work with time constraints, independently and with teams
  • Strong written and verbal communication skills  
  • Strong attention to detail
  • Ability to thrive in a fast-paced, results-oriented environment 
  • Interest in fashion & current trends
  • Team player with entrepreneurial spirit

To apply, please contact Human Resources at careers@wearcommando.com or call 802-657-4004 x252. We look forward to hearing from you!