Senior Manager of Customer Experience

Overview: The Senior Manager of Customer Experience is responsible for driving operational excellence across FIGS’ internal and external Customer Experience operations, ensuring we consistently deliver best-in-class service while meeting performance, quality, and SLA expectations. This leader owns the day-to-day health and performance of CX operations, with a strong focus on SLA delivery, workforce and operational readiness, BPO performance and accountability, and continuous improvement. They w…

Our customer service team is the face of our company. You will be the first point of contact for our users, ensuring they have a seamless and positive experience. We are looking for people who are passionate about helping others and solving problems.

Requirements

• Excellent verbal and written communication skills.
• Empathy and patience when dealing with complex customer inquiries.
• Ability to handle high-pressure situations with a professional attitude.
• Strong problem-solving skills and ability to think on your feet.
• Proficiency in CRM software and helpdesk tools (Zendesk, Salesforce).
• Previous experience in a customer-facing role is highly desirable.