Specialist CX Operations

Profile

We’re looking for a top-notch CX Operations Specialist who loves—loves!—our brand and is excited to represent it to some of our most high-touch customers. You will field sensitive and urgent customer situations—and see them through until resolution, working with stakeholders across the organization along the way. You’ve got a natural knack for detail and are judicious with your tone (which will come in handy when there might be legal or media implications).
Additionally, you’ll be helping with all specialized interactions from corporate orders to Friends of **MEMBERS ONLY**SIGN UP NOW***., which require diligent follow up and the highest level of care! Sound like a good fit for you? Read on.
What you’ll do:
Summarize and recommend a course of action for our most urgent and sensitive interactions, including those that come from **MEMBERS ONLY**SIGN UP NOW***. Management team members
Identify and take action on root cause problems that lead to heightened escalations
Collaborate with the appropriate teams to create and adjust communication strategies based on feedback from sensitive interactions
Facilitate, vet, and place corporate and/or custom orders, which includes managing negotiations and purchase agreements, planning on-site events, and working with our brand and communications teams to bring these orders to life!
Build relationships with Brand team members to facilitate and manage large scale gifting initiatives
Compile reporting and analysis on orders from friends of the brand to share with stakeholders
Who you are:
Equipped with 1 year or more of CX experience and located in Nashville
An expert communicator who understands the impact of tone (and their work) and can adapt their communication accordingly
A proactive person who always follows through and follows up
Calm and collected in difficult, time-sensitive situations. This person is not easily overwhelmed!
Unfailingly organized and detail-oriented, and an expert at follow-ups (your inbox and calendar are works of art!)
Excited to represent **MEMBERS ONLY**SIGN UP NOW***. to some of our most influential customers
A super-creative problem solver
Extra credit:
Experience in PR, communications, or sensitive/escalated interactions
**MEMBERS ONLY**SIGN UP NOW***. requires all newly hired in-person or hybrid employees to be fully vaccinated against COVID-19 by their start date. **MEMBERS ONLY**SIGN UP NOW***. is an equal opportunity employer and will provide reasonable accommodation, as necessary with federal, state, or local law, to those individuals who are unable to be vaccinated.
About Us:
**MEMBERS ONLY**SIGN UP NOW***. was founded with a mission: to inspire and impact the world with vision, purpose, and style.
We’re constantly asking ourselves how we can do more and make a greater impact—and that starts by reimagining everything that a company and industry can be.
We want to demonstrate that a business can scale, be profitable, and do good in the world—without charging a premium for it. And we’ve learned that it takes creativity, empathy, and innovation to achieve that goal.
Since the day we launched in 2010, we’ve pioneered ideas, designed products, and developed technologies that help people see. We offer everything our customers need for happier eyes at a price that leaves them with money in their pockets, from designer-quality glasses and contacts to eye exams and vision tests.
Ultimately, we believe in vision for all, which is why for every pair of glasses or sunglasses we sell, a pair of glasses is distributed to someone in need through our Buy a Pair, Give a Pair program. Over eight million pairs of glasses have been distributed in over 50 countries; that means eight million people now have the glasses they need to learn, work, and achieve better economic outcomes.
At **MEMBERS ONLY**SIGN UP NOW***., you can look forward to company outings and events, volunteering and learning opportunities, and just great company filled with curious, kind folks. Dreaming up and sharing ideas aren’t responsibilities reserved for certain teams or leaders; the challenge (a really fun one) of innovation is on all of our shoulders. Teammates can also connect around common interests, backgrounds, and identities, no matter their home base, through our various employee resource groups. (We’re happy to say that the Human Rights Campaign has named us a Best Place to Work for LGBTQ employees!) That sense of community and belonging keeps us excited to walk through the door every day, wherever that door may be.
We're driven to continue building a workplace, based on inclusive behaviors and equitable systems, where all employees can bring their authentic selves, feel engaged, and share their perspectives as a valued member of Team Warby.
Transparency is what we’re all about, and our annual
Impact Report and Racial Equity Strategy
lay out how we’re sticking to these values.

Company info

Sign Up Now - PRCrossing.com