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 Senior Customer Experience Associate to act as an escalation and knowledge point for our support team. The ideal candidate should have experience managing their own time between escalated customer issues, projects, and supporting customer-facing associates remotely with their questions on policy and procedure. 

The role will require someone who is a self-starter, who has experience rolling out creative solutions to customer experience issues. We value ownership here at The Black Tux, so being able to work autonomously and maintain engagement is a must. Successful associates will use their soft skills and de-escalation experience to address customer concerns and needs.

What You'll Do

• Serve as a subject matter expert for all The Black Tux policies and procedures for supporting our customers. The key is guiding associates to learn to find the answers and make decisions for themselves.
• You will be responsible for working through specialized tickets, such as high-priority tickets, escalations, and other queues as designated. 
• Communicate with developers on refinements and unintended behaviors with internal tools and the external website. 
• When appropriate, resolve escalated tickets through live channels such as phone, chat, and email. 
• Coordinate with training teams to provide guidance on specialized topics to help ensure that customer-facing associates are well-rounded with different topics. 
• Assisting with new initiatives with the associate team such as knowledge base upkeep and refinements. 
• Partnering with leadership on coaching and mentoring opportunities. Being able to accurately identify opportunities and communicate that to leadership will be asked. 

Who You Are

• Brings an engaging, inquisitive, spirited, and self-motivated style
• 2-3+ years of proven customer experience roles
• Ability to work in a fast-paced work environment, maintaining and exceeding focus key performance indicators 
• Attentive to details. Not just understanding what the question is asking, but what is the underlying root cause. 
• Extensive soft skills while communicating through live channels. 
• Ability to multi-task, follow through, actively engage, and meet deadlines
• Strong organizational and time management skills
• Exceptional verbal and written communication skills 
• Ability to handle new and different tasks that come up from the organization

• Our Health, dental, and vision plans are competitive, and we cover 100% of employee coverage and 50% of dependents 
• We provide a 401(k) plan through Betterment
• Flexible paid time off
• Monthly lunch or wifi stipend
• Paid maternity and paternity leave
• Monthly employee events 
• Free rentals + discounts on garment purchases for you, your partner, and friends & family
• Team member discount on Marke jewelry products
• We pay people fairly based on market compensation data with step plan increases for customer care

Our people are the most important asset to us. Our benefits, perks, pay, and culture reflect this in every decision we make.

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

Notice to California Job Applicants disclosed here.