Customer Experience Manager

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. We offer a market-leading range of premium products across categories, styles and price points, remaining committed to beautiful design and a world-class customer experience. At Visual Comfort, we believe exceptional customer experiences start with exceptional team experiences.

About the role

The Customer Experience Manager is a people-first leader who inspires, develops, and serves their team — creating an environment where people feel valued, supported, and set up to do their best work. This role partners cross-functionally to build operational excellence while championing a culture of trust, growth, and genuine care for both our team members and our customers. The Customer Experience Manager will lead a team of Customer Experience Supervisors, Representatives, and adjacent roles — not just managing performance but actively investing in the people behind it. This role will use data and insights as tools to coach and empower, not simply to measure.

Responsibilities

• Build authentic, trusting relationships with your team through regular one-on-ones, meaningful feedback, and genuine recognition of both effort and achievement
• Coach and mentor team members with curiosity and patience, helping each person grow in confidence, capability, and career
• Create space for open communication where team members feel heard, respected, and safe to share ideas or concerns
• Lead with empathy and consistency — being a steady, approachable presence the team can rely on through busy seasons and moments of change
• Champion individual development by understanding each person's goals and advocating for their growth within the organization
• Promote employee engagement and retention by cultivating a sense of purpose, belonging, and celebration within the team
• Lead by example — demonstrating humility, accountability, and a solutions-oriented mindset every day
• Foster an inclusive, collaborative team environment where diverse perspectives are welcomed and successes are shared
• Plan meaningful team-building activities that strengthen connection and lift morale
• Lead through change with transparency and optimism, helping the team stay grounded, resilient, and confident
• Serve as a cultural ambassador within the broader organization, reinforcing Visual Comfort's values and contributing to a workplace that attracts and retains great talent
• Partner with the Training team to design and deliver thoughtful onboarding experiences and ongoing development opportunities for all team members
• Empower the team to deliver best-in-class customer experiences by reinforcing service standards and encouraging ownership, empathy, and accountability
• Use reporting tools and CRM insights (including Salesforce) to guide coaching conversations, identify opportunities, and celebrate team wins — not just to track numbers
• Collaborate with leadership and cross-functional partners to identify process improvements that make work easier and more sustainable for the team
• Support staffing, scheduling, and daily call center operations with both efficiency and team wellbeing in mind
• Participate in the hiring process, helping identify candidates who align with our culture of service and care
• Conduct performance reviews as collaborative, forward-looking conversations focused on growth, goal-setting, and mutual success
• Resolve escalated customer issues with professionalism and calm, modeling grace under pressure and inspiring the same in others

Requirements

• 2+ years of team leadership or management experience, ideally in a customer-facing environment
• 3+ years in Customer Experience (Sales & Service)
• 1-3 years in a Call Center environment
• 3+ years of Salesforce experience
• Genuine passion for people development and servant leadership
• Ability to lead and motivate others through encouragement, coaching, and example — not just authority
• Strong emotional intelligence and interpersonal skills, with the ability to connect easily with a wide range of people and build relationships that are authentic and lasting
• Excellent verbal and written communication skills, with the ability to connect clearly and confidently across all levels of the organization
• Polished professional presentation and personal appearance consistent with a luxury brand standard; you take pride in representing Visual Comfort & Co. with elegance and poise
• Exceptional organizational skills with strong attention to detail and the ability to manage competing priorities
• Professionalism and discretion when handling sensitive or confidential information
• Maturity in judgment and a flexible mindset; availability to work varied schedules, including weekends, early mornings, and late evenings as needed
• Bachelor's degree required

Benefits

• Work-Life Balance: Monday – Friday, 8:00am – 5:00pm
• Comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement
• Generous vacation accrual and paid time off policies
• 7 paid holidays per year, in addition to 2 floating holidays
• Company covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first day of the month following your start date
• Company-provided life insurance and short-term disability coverage
• 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date

Pay

Compensation Range: $110,000 - $115,000. Compensation is based on individual factors, including skill set, relevant experience, and work location.