Boll & Branch

Customer Support

• Serve as the day-to-day coach and anchor for the agent team, keeping morale high and performance consistent
• Conduct regular quality checks on customer interactions, delivering timely, actionable feedback that helps agents grow
• Identify signs of burnout early and proactively support agent wellbeing through the most demanding stretch of the year
• Ensure the core team is aligned, motivated, and set up to succeed, stepping in to resolve roadblocks and keep operations running smoothly
• Foster a culture of unreasonable hospitality, encouraging creative ways to surprise and delight customers even under pressure
• Own the escalation queue: handling complex, sensitive, or high-stakes customer issues with empathy, urgency, and sound judgment
• Empower agents to de-escalate situations confidently by coaching them on when and how to involve a manager
• Use escalation patterns to identify recurring issues and work cross-functionally to address root causes
• Ensure every escalated customer leaves the interaction feeling heard, valued, and taken care of
• Oversee daily CX operations and manage agent scheduling, including seasonal and holiday staffing
• Own daily reporting and use data insights to spot trends, address gaps, and drive continuous improvement
• Provide ongoing Zendesk training and support so agents feel confident and equipped to go the extra mile
• Implement tools and processes that make every customer interaction feel effortless

Associate Manager, Customer Experience