Associate Manager, Customer Experience

Boll & Branch

Associate Manager of Customer Experience overseeing customer interactions and team performance. Ensuring quality service delivery during maternity leave coverage on the Customer Experience team.

Posted 5/22/2026contractSummit • New Jersey • 🇺🇸 United StatesJuniorMid-Level💰 $26 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years of management or leadership experience in CX or a related field
A natural coach: someone who gives honest feedback with care and brings out the best in their team
Proven experience handling customer escalations with grace, confidence, and creative problem-solving
Experience managing teams through high-volume or high-pressure periods (holiday experience a plus)
Strong Zendesk knowledge, including AI and chat features
Proficiency in Google Suite (Slides, Sheets, Docs)
Excellent communication and problem-solving skills
Bachelor's degree or equivalent experience

Benefits

Comp & perks

Medical, Dental, Vision, and Life/AD&D insurance
Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer escalation managementdata analysisquality assuranceteam managementproblem-solvingcoachingperformance managementcustomer experience (CX) operationsZendeskGoogle Suite

Soft Skills

leadershipcommunicationempathycreativityconflict resolutionmotivationteam buildingfeedback deliveryadaptabilitysupportiveness

Certifications

Bachelor's degree