Customer Experience Supervisor

Customer Experience Supervisor

At YETI, we believe that time spent outdoors matters more than ever and our gear can make that time extraordinary. When you work here, you'll have the opportunity to create exceptional, meaningful work and problem solve with innovative team members by your side. Together, you'll help our customers get the high-quality gear they need to make the most of their adventures. We are BUILT FOR THE WILD™.

As the Customer Experience Supervisor, you will oversee and optimize YETI Japan's customer experience to ensure the highest level of satisfaction. As the founding member of our customer experience team, you will build and maintain YETI Japan's customer experience program and collaborate closely with ecommerce and operations teams to support online and wholesale customers.

Responsibilities:

Customer Service Strategy

• Partner with Sr. Manager to develop and implement customer service strategies, policies, and procedures for a seamless experience.
• Analyze customer feedback and service metrics to identify improvement opportunities and shape YETI Japan's premium customer experience.
• Stay current on industry trends, technology, and best practices to enhance service delivery.

Customer Issue Resolution

• Handle escalated inquiries and complaints promptly, ensuring best-in-class resolution.
• Collaborate with internal teams (operations, logistics, ecommerce) to troubleshoot complex issues.
• Respond to customer inquiries across multiple channels (tickets, phone, chat) with accuracy and timeliness.

Quality Assurance & Content

• Monitor and evaluate customer interactions for quality and compliance.
• Conduct regular performance reviews and implement improvement plans.
• Perform website quality assurance and assist with category/product page updates.
• Work to improve FAQ and customer service content pages for clarity and usability.

Process & Technical Support

• Create and manage JIRA tickets for issue tracking and resolution.
• Assist with UAT (User Acceptance Testing) and troubleshooting for new features or updates.

Metrics & Reporting

• Develop and maintain KPIs to measure team effectiveness.
• Prepare regular reports on service performance and trends for management.

Qualification & Attributes:

• 4+ years of experience as a Customer Service Manager or similar role in online retail
• Experience in DTC and wholesale customer service preferred
• Proficiency in customer service software, ticketing systems, and CRM tools (Zendesk ideal)
• Strong analytical, communication, and problem-solving skills
• Knowledge of ecommerce platforms and customer service best practices
• Leadership ability to inspire and develop a team

YETI is proud to be an Equal Opportunity Employer.

Our commitment to creating a diverse, equitable, and inclusive culture is at the center of everything we do for our employees. We embrace all applicants looking to bring their authentic selves to YETI and contribute to our mission of keeping the wild WILD.

All applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws.

YETI welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you require accommodation in order to apply for a job, please contact us at [email protected].