Customer Experience Associate

| USA +80 more | Remote
Employer Provided Salary: 16-17 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
Sorry, this job was removed at 9:56 a.m. (CST) on Tuesday, June 4, 2024
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The Black Tux is reinventing formal wear so people can show up at their best on the days that matter most. We design and manufacture modern rental suits and tuxedos that actually fit—made of 100% wool, ordered online, and delivered for free.

We are seeking an experienced Customer Experience Associate to join our awesome team of work-from-home, customer experience associates. The ideal candidate will have experience in customer support and retail sales, with experience in empathetic problem resolution. Ultimately, we are looking for a curious, service oriented individual with experience in problem solving, sales and fulfillment. We care about our Customer’s Experience and expect a deep customer centricity to enhance our Customer Experience organization.

What you'll do

  • Understand and exhibit The Black Tux brand values, philosophy and culture through all interactions with customers and peers 
  • Engage and educate customers on all things The Black Tux, through multiple contact channels, including: phone, chat and email, both inbound and outbound 
  • Adhere to all performance expectations and key metrics including Customer Satisfaction and efficiency 
  • Understand and identify opportunity through individual metrics and dashboards
  • Lead with curiosity and focus on customer engagement and satisfaction
  • De-escalate customers concerns if there is a less than desirable experience 
  • Escalate site issues and troubleshoot with customers 
  • Have a growth mindset and willingness to continuously improve
  • You embrace feedback and are able to try new approaches and execute against opportunities
  • Work constructively with peers and other functional areas throughout the organization, including training, operations, showrooms, and outsourced partners
  • This position will report to the Customer Experience Team Leader

Who you are

  • Bring an engaging, inquisitive and spirited style 1+ years of proven customer support experience (bonus if you have sales experience) 
  • Ability to work remotely and have a dedicated workspace
  • Ability to work in a fast paced work environment, maintaining focus key performance indicators/metrics 
  • Flexible to work overtime during peak season (April - October)
  • A commitment to building rapport with all The Black Tux customers and have a deep understanding of their needs 
  • Ability to multitask and manage multiple technologies and software
  • Strong organizational and time management skills
  • Exceptional verbal and written communication skills
  • Be part of more, punctual and reliable attendance, engage with internal team with web cameras

Perk and Benefits of Working at The Black Tux

  • We pay people equally and based on market compensation data
  • We provide a 401(k) plan through Betterment 
  • Our full-time employees receive stock options and have a stake in the company 
  • Our Health, dental and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents 
  • Paid time off
  • Paid maternity and paternity leave
  • Monthly employee events 
  • Free rentals + discounts on garment purchases for you, your partner, and friends & family

We're an equal opportunity employer to all. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

Our people are the most important asset to us. Our benefits, perks, pay and culture reflect this in every decision we make. If you want to learn more about us, check out our Culture Book. 

*Internal applicants please contact T&P for transfer guidelines.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • CSSLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • PandasLibraries
    • ReactLibraries
    • ReduxLibraries
    • CypressFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • KubernetesFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • OAuthFrameworks
    • TerraformFrameworks
    • ElasticsearchDatabases
    • Microsoft SQL ServerDatabases
    • OracleDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Microsoft AzureServices
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • TableauAnalytics
    • FigmaDesign
    • Google DocsManagement
    • JIRAManagement
    • WordpressCMS
    • IterableLead Gen
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration

An Insider's view of The Black Tux

What’s the vibe like in the office?

Our workplace is designed to inspire. Modern and stylish offices for in person teams or seamless and flexible experiences for remote workers. We are passionate, have a strong sense of camaraderie, and everyone's contributions are valued. We lean on technology and digital tools for effortless collaboration and staying connected.


Director of Strategic Operations

What projects are you most excited about?

Currently, we're redesigning our customer’s shopping experience and re-architecting our infrastructure to provide an integrated interface. I’m really excited to be working on a project that will improve the entire customer experience in a meaningful way. I'm also grateful to be a part of such a talented tech team!


Software Engineer Manager

How does the company support your career growth?

With The Black Tux’s monthly learning and development perk, I have been able to attend industry conferences and complete digital courses to advance my career. TBT also has a clearly defined Career Pathway for each role that allows me to understand my own development and work towards the next step in my career.


Senior Product Manager

What unique initiatives do you have that encourage innovation?

As we grow and transition beyond the startup phase, it’s become increasingly important to enhance and expand our operational processes. Innovating means establishing agile and expeditious feedback loops to engage all employees. Continuous and prompt feedback is the key to adapt to evolving procedures and confront new challenges in real-time.


VP of Finance

How do you collaborate with other teams in the company?

My approach to collaboration is clear communication and active listening, lending a helping hand when I’m called upon, and focusing on a mutual goal. TBT encourages us to give and receive feedback so all of us can be better collaborators.


IT Support Lead

What are The Black Tux Perks + Benefits

The Black Tux Benefits Overview

Each benefit we offer is in the best interest of The Black Tux and our team members. We are thoughtful and strategic about every event, perk, class, and benefit we offer, and we only roll-out meaningful perks that are in line with our company culture and values.

Volunteer in local community
The Black Tux give back program has allowed us to partner with many companies locally and internationally such as Trees for the Future and Share the Meal.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
The Black Tux's Flexible Spending Account (FSA) helps employees cover out-of-pocket medical expenses with pre-tax contributions up to $2,850.
Disability insurance
We offer comprehensive insurance plans for employees and their dependents. This includes medical, dental, vision, life insurance, and short-term disability coverage.
Dental insurance
The Black Tux covers 100% of the employee monthly premium cost for health and dental HMO plans and 50% for dependents.
Vision insurance
The Black Tux offers comprehensive insurance plans for employees and their dependents. This includes medical, dental, vision, life insurance, and short-term disability coverage.
Health insurance
The Black Tux covers 100% of the employee monthly premium cost for health and dental HMO plans and 50% for dependents.
Life insurance
The Black Tux uses Guardian life insurance and provides $50,000 in employee coverage. Employees can opt-in to premium coverage up to $500,000.
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
Company equity
The Black Tux stock options are offered to employees and will vest over a four-year period.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Restricted work hours
Company sponsored family events
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
The Black Tux closes from December 24th - January 1st for a well deserved transition into a new year. Some warehouse roles will work during this time, but office roles will be logged off.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training

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