Careers


Customer Experience Team Lead

Denver, CO - You are hard-working and resourceful, and have the gift of unwavering positivity. You like to solve problems and solve them quickly. You want to be instrumental in moving the voice and vision of our company forward. You value efficiency, humility, and connectedness to the world around you. You believe that taking the time to make someone’s day is a meaningful mission. 

As a Customer Experience Team Lead, you will model leadership to our team of CX Coordinators by developing subject matter expertise in and owning the areas of customer issue resolution, continuous improvement of both processes and people, and reporting on departmental KPIs (including Time To First Response, Solved Ticket Volume, and CSAT scores). You will report to our Senior Manager of Customer Experience and will work with one other Customer Experience Team Lead to run the CX department on a day-to-day basis.

We strive to connect and collaborate with the customers that we serve in order to create meaningful and long-lasting relationships. We work as a tightly-woven team, banding together to work hard and have fun while doing it.

The Day-to-Day

  • Field questions from and provide guidance to the CX team on how best to resolve issues and respond to customer inquiries
  • Train and onboard new CX Coordinators to help them become engaged and effective members of our team
  • Develop and implement tactics (both operational and interpersonal) to achieve KPI targets around work volume, response time, and customer satisfaction
  • Generate weekly and monthly reporting to Senior Manager of CX on the CX team’s qualitative (morale and emotional state) and quantitative (metrics-based) performance
  • Create and maintain weekly team schedules for phone and chat support shifts
  • Assist the Senior Manager of CX with the hiring of new team members by reviewing resumes and participating in phone and in-person interviews
  • Assigns or delegates the assigning of unassigned tickets to CX Coordinators throughout the day via the Zendesk platform
  • Helps the team manage their workload by directly handling tickets, a daily phone shift, and a daily chat shift as needed

Qualifications

  • 3+ years’ of experience providing B2C customer service through a mix of channels including phone, email, and live chat
  • 1+ year of experience as a customer service team lead
  • Desire to put customers first and be an advocate in helping them solve problems and get the answers they need
  • Great interpersonal skills and ability to communicate with others directly, efficiently, and thoughtfully
  • Excellent at identifying and solving problems
  • Exceptional attention to detail and proven ability to do so in past work
  • Technical proficiency with a ticketing platform like Zendesk (the solution we use), Freshdesk, etc.
  • Ability to maintain a positive attitude
  • Work well on a team, and strive to see everyone succeed together
  • Value patience and kindness and consider yourself to be a good teacher
Artifact Uprising® is a Colorado-based company that creates premium quality, customizable photo goods for your digital photos. Driven by the belief that everyone has a story to tell, the company is known for elevated design and thoughtfully sourced materials. Signature products include the Layflat Album touting ultra-thick pages and foil-stamped covers, textured matte Everyday Prints, and a line of customizable frames.

Job Perks
Health, vision and dental insurance for families, flexible vacation policy, gym reimbursement, 401(k) matching and commuter benefits.

Why Artifact Uprising?

Creative Freedom
We value the creative process and look to our employees to speak into Artifact Uprising products, identity and approach – regardless of position or title. We look for driven people who demonstrate initiative to take the company to the next level.

The Working Life
We strive to create a workplace where everyone works hard but also has the flexibility and balance to enjoy life outside of the office.

It Won’t Be Boring
We are a small company with big ideas - and we recognize it will take every last one of us to reinvent the way brands approach business. We believe a good workplace empowers its team to rise to new challenges, expand their skill sets and think outside of the box. Through this, we foster a company culture that is always growing, always reaching, and always looking to see things differently.

Interested in this position?
Tell us why you want to work at Artifact Uprising and what we should know about you.

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