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Director of Customer Experience
Confirmed live in the last 24 hours
New York, NY, USA • Brooklyn, NY, USA
Experience Level
  • 5+ years prior management and team leadership experience; someone who has mentored and developed past reports is a must
  • Exceptional analytical skills; a track record of improving customer experience KPIs in previous roles
  • Prior experience scaling an in-house and BPO team; experience leading training efforts
  • The ability to execute and influence across the organization
  • Passion for the Brooklinen story, product, and customer, and a vision for how we can continue to create an above and beyond customer experience
  • Own and execute all day to day staffing and support efforts across email, phone, chat, and social/community
  • Lead and mentor 5+ direct reports; in addition to developing direct reports, and continue to iterate on the roles, responsibilities, and growth frameworks we have in place today
  • Own and manage our BPO relationship including all staffing, forecasting, and performance management
  • Support strategy, reporting, and SLAs
  • Collaborate with Customer Experience Leads to inform strategic needs through L&D, Knowledge, QA, and CX Operations
  • Partner cross functionally to advocate for the best customer experience possible across all sales channels and ensure functional decisions outside of CX are made with the customer in mind
Desired Qualifications
  • 8+ years of experience in customer experience; retail, wholesale, and ecommerce experience is a plus

51-200 employees

Luxury bedding
Company Overview
Brooklinen was built to deliver simple, beautiful, high-quality home essentials at a fair price.
  • 401(k) plan with a 4% match
  • 100% paid parental leave for ALL new parents
  • Budget for learning and development
  • Fun team outings
Company Core Values
  • Amazing Products - Quality is our top priority. We use the most luxurious materials and partner with top caliber factories.
  • Better Experience - We believe shopping should be simple and hassle free, so we’ve curated an experience to offer only the best options.
  • A Personal Touch - Our emphasis is on service and we strive to make a product that is exactly what you are looking for. Don’t see it? Just ask.
  • Efficient Supply Chain - Did you know sheets retail for up to 10x what they cost? By removing layers of unnecessary cost, we deliver the best possible value to you.