CX Lead

Looking for a job to get you out of bed?

CX is looking for a Lead to work with our Customer Experience team. This role is considered a general expert in all our functions. As a CX Lead, you will be the "go-to" person for customer-facing related assistance, and up-to-date information on all customer issues and will be expected to be proficient in our policies, processes, tools, and best practices. You will assist in surfacing customer insights by logging, documenting, tracking, troubleshooting, and monitoring problems reported by customers to ensure resolution in a timely manner consistent with company guidelines. You will be responsible for customer-facing tasks, ensuring they are fully resolved and limiting future issues from arising.

When applicable, you will work with the CX team to help with backlogged volume/customer escalations and the operations team to develop process improvements and expand and update our Knowledge Base for newly documented processes. You may be asked to update documentation and guides for training purposes and assist with training new hires.

Casper (Casper.com) believes everyone should sleep better. That’s why we obsess over designing sleep products that actually make a difference - from the littlest dreamers and beyond. Including mattresses, pillows, and bedding, our entire collection is dreamed up and engineered in-house by our product and design teams. Sleepers can shop online, visit one of our 40+ retail locations across the United States, or find us through a growing network of trusted retail partners.

This is a hybrid role, requiring that you work 4 days per week from our Richmond, VA office.

When you’re not catching zzz’s, this is what you’ll do:

‘Back of house’ responsibilities

• Manage post-purchase requests, including order cancellations, adjustments, payment issues, and system troubleshooting
• Support referral program inquiries and resolve related issues
• Coordinate returns with third-party delivery and logistics partners
• Track customer satisfaction and feedback trends to identify opportunities for improvement
• Prepare reports and presentations for weekly business reviews
• Support special projects and respond to internal requests related to customer experience

Team Support & Escalations

• Provide day-to-day troubleshooting and guidance to customer support, retail, and outsourced service teams
• Support coaching, onboarding, and refresher training for customer service representatives
• Review product replacement and replacement-part requests
• Assist with customer inquiries and case backlogs as needed
• Handle complex escalations, including cases referred by leadership
• Respond to customer concerns received through social media
• Review escalated cases for quality, accuracy, and opportunities for coaching
• Use customer feedback and case data to recommend and implement improvements to processes and workflows
• Help create and maintain training materials, process documentation, and internal support resources

Proactive Outreach

• Follow up on customer satisfaction surveys to address concerns and help resolve outstanding issues
• Contact customers to resolve delivery delays, address issues, and other order-related concerns
• Coordinate outreach campaigns for customers affected by order or delivery disruptions
• Respond to Better Business Bureau complaints and coordinate resolutions with the appropriate teams

Our dream candidate is/has…

• At least two years of customer service experience, ideally as a CX Specialist, Lead, or in a similar role.
• A track record of strong performance in the following areas:
• Learning company products, policies, and systems
• Resolving customer issues accurately and efficiently
• Meeting or exceeding productivity and customer satisfaction goals
• Paying attention to detail in all tasks, big or small
• Supporting the team as needed, including working weekends, evenings, and holidays
• Demonstrating teamwork, maturity, and professionalism with customers and colleagues
• Being open to feedback and willing to learn and grow

Targeted Annual Base Salary Range: $60,000-70,000 USD

Casper’s compensation philosophy ensures that the actual base salary is based on factors including but not limited to skills, education, experience, special training, time in position, and/or years of service.

We recognize that annual base salary is just one part of a total rewards package. In addition, we offer a comprehensive benefits package, wellbeing resources, and other perks including:

• Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles)...
• Paid Time Off. We believe in the power of rest so take the time you need to recharge.
• Employee Discount to use on whatever you like (with a few exceptions) and product discounts for friends and family!
• Dreaming of your next degree? After one year of service, we’ll help make that dream a little easier with tuition reimbursement.
• … and more!

If you dream about this stuff this job is probably right for you. We look forward to learning more about you!

Candidates must be authorized to work in the United States without the need for current or future employer-sponsored visa support.

As part of our hiring process, employment offers are contingent on the successful completion of a background check and drug screening, where permitted by law.