Associate Manager, Customer Experience - Temporary

Maternity Leave Coverage

We're looking for a temporary Associate Manager of Customer Experience for maternity leave coverage on our Customer Experience team. You will help ensure our in-house agents deliver the seamless, personal, and genuinely delightful service Boll & Branch is known for. This role spans our peak holiday season, so we need someone who thrives under pressure, keeps the team grounded, and never loses sight of the customer.

This role reports to the Sr. Manager of Customer Experience.

Responsibilities:

• Team Leadership & Coaching
  • Serve as the day-to-day coach and anchor for the agent team, keeping morale high and performance consistent, especially during the holiday rush
  • Conduct regular quality checks on customer interactions, delivering timely, actionable feedback that helps agents grow
  • Identify signs of burnout early and proactively support agent wellbeing through the most demanding stretch of the year
  • Ensure the core team is aligned, motivated, and set up to succeed, stepping in to resolve roadblocks and keep operations running smoothly
  • Foster a culture of unreasonable hospitality, encouraging creative ways to surprise and delight customers even under pressure
• Customer Escalations
  • Own the escalation queue: handling complex, sensitive, or high-stakes customer issues with empathy, urgency, and sound judgment
  • Empower agents to de-escalate situations confidently by coaching them on when and how to involve a manager
  • Use escalation patterns to identify recurring issues and work cross-functionally to address root causes
  • Ensure every escalated customer leaves the interaction feeling heard, valued, and taken care of — even when the outcome is imperfect
• Operations & Performance
  • Oversee daily CX operations and manage agent scheduling, including seasonal and holiday staffing
  • Own daily reporting and use data insights to spot trends, address gaps, and drive continuous improvement
  • Provide ongoing Zendesk training and support so agents feel confident and equipped to go the extra mile
  • Implement tools and processes that make every customer interaction feel effortless

Requirements:

• 3+ years of management or leadership experience in CX or a related field
• A natural coach: someone who gives honest feedback with care and brings out the best in their team
• Proven experience handling customer escalations with grace, confidence, and creative problem-solving
• Experience managing teams through high-volume or high-pressure periods (holiday experience a plus)
• Strong Zendesk knowledge, including AI and chat features
• Proficiency in Google Suite (Slides, Sheets, Docs)
• Excellent communication and problem-solving skills
• Bachelor's degree or equivalent experience

The primary location for this role is Summit, NJ. We believe our business and our culture are strongest when we work together in person. We also know that it's helpful to have flexibility to work remotely. Currently we are operating under a hybrid model whereby all teams work in an office a minimum of two days per week (Tuesdays/Thursdays) and may be provided flexibility to work from home on other days. There may be times when you're asked to work in one of our other offices because it's in the best interest of our business or your team.

The hourly rate for this role is $26.00. It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking. In addition to your base compensation, you may be eligible to be part of the Company's annual bonus program with a non-binding Company and individual performance-based target bonus.

This role is not eligible for relocation assistance. Additionally, Boll & Branch will not commence an immigration case or 'sponsor' an individual for this position (for example, H-1B or other employment-based immigration).

The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.

What We Offer:

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch:

At Boll & Branch, we don't make bedding like everyone else. We make it better.

In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:

• Cultivators of the Highest Quality Threads
• Pioneers in 100% Organic Cotton
• Free from Toxins at Every Step
• 100% Traceable from Farm to Finish
• Committed to Fair and Ethical Treatment for All

Boll & Branch has over 200 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton, a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have several retail stores around the country as well as partnerships with Bloomingdales and Nordstrom.

Boll & Branch LLC is an equal opportunity employer.