Customer Experience Lead

Why join us?

At Design Within Reach, home comes first. We believe in creating and sourcing pieces that move with you and are meant to be enjoyed over a lifetime - from home to home, generation to generation. For us, that means exceptionally crafted, built-to-last, and beautifully designed furnishings.

Our purpose is to design for the good of humankind. It's the ideal we strive toward each day in everything we do. Being a part of Design Within Reach means being a part of something larger than your work team, or even your brand. We are redefining modern for the 21st century. And our success allows Design Within Reach to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.

About this opportunity:

The Customer Experience Lead plays a critical role in delivering a best-in-class, omnichannel customer experience for DWR & Knoll web channels, while also fostering a high-performing and customer-centric team environment. This individual is responsible for overseeing the post-sales service and support functions across DWR & Knoll entities, ensuring each customer interaction reflects our commitment to excellence. In addition to hands-on customer support, the Lead serves as a people leader, guiding day-to-day operations, coaching team members, and driving a culture of continuous improvement and accountability.

What you'll do:

• Provides real-time support to the Customer Experience team Monday - Friday, 10 AM - 7 PM EST through monitoring team chat channels, answering questions, and offering guidance on day-to-day issues.
• Assists with identifying top talent and interviewing for the rep role as needed.
• Collaborates with the training manager and quality lead to ensure a smooth onboarding experience.
• Demonstrates a high level of understanding regarding business processes, policies, and procedures.
• Develops and maintains excellent working relationships with internal teams, including the ability to work cross-functionally to deliver an omnichannel customer experience.
• Focuses on identifying, documenting, and developing process improvements to workflows.
• Manages a team of 9-10 CX representatives and holds regular touch bases to assess performance against metrics and KPI's.
• Supports the team with MillerKnoll entity customer escalations.
• Contributes to the ongoing development of policies, procedures, and training materials that promote consistency and high-quality service.
• Assists with queue management by assigning cases to CX and other internal teams as necessary.
• Attends cross-functional meetings and assists with initiatives tied to process improvements and KPI's.

Who We Hire?

Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities. Design Within Reach is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more. Here, you can bring your whole self to work. We're committed to equal opportunity employment, including veterans and people with disabilities.

MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact MillerKnoll Talent Acquisition at careers_help@millerknoll.com.