Customer Experience Lead

Columbia Sportswear Company
United States
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 7+ yearsEducation: high_schoolSkills: ["Communication","Problem-solving","Critical thinking","Prioritization","Mentoring"]

Lead customer experience across complex inquiries for multiple Columbia brands, providing timely, high-quality support and handling executive escalations and formal complaints. Drive retention through strategic winback initiatives, proactively identifying gaps in agent knowledge and partnering with leadership, Quality, and Training to improve processes. Mentor team members, recommend solutions to improve both consumer and employee experiences, and stay focused on net revenue impact in a fast-paced, metric-driven environment.

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Columbia Sportswear Company
Columbia Sportswear Company
4 days ago

Customer Experience Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 days agoStatus: Live

Job Summary

Lead customer experience across complex inquiries for multiple Columbia brands, providing timely, high-quality support and handling executive escalations and formal complaints. Drive retention through strategic winback initiatives, proactively identifying gaps in agent knowledge and partnering with leadership, Quality, and Training to improve processes. Mentor team members, recommend solutions to improve both consumer and employee experiences, and stay focused on net revenue impact in a fast-paced, metric-driven environment.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Answer complex customer and agent questions across multiple channels using tools, policies, and practices.
  • •Handle consumer executive escalations and formal complaints.
  • •Drive customer retention through strategic winback initiatives aligned with organizational priorities.
  • •Identify gaps in agent knowledge and partner with Leadership, Quality, and Training to recommend solutions and outline improvements.
  • •Mentor proactively and partner with leadership on a career plan and opportunities; contribute to department and company projects as needed.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionLife InsuranceDisabilityFlexible SpendingEapEmployee DiscountsPaid Leave

Key Requirements

  • •High school education or equivalent.
  • •7+ years of related experience.
  • •Extensive retail and customer care experience.
  • •Highly effective verbal and written communications skills.
  • •Experience with NICE inContact and other similar products.
Experience:7+ yearsRetailCustomer care
Education:High School
Skills:CommunicationProblem-solvingCritical thinkingPrioritizationMentoring
Tech Stack:Microsoft OfficeExcelWordPowerPointSharePointOutlookNICE inContactWinback

Company Brief

Columbia Sportswear Company
Designs, manufactures, and markets outdoor apparel, footwear, accessories, and equipment under brands including Columbia, Sorel, and Mountain Hardwear, serving consumers globally with performance-driven products for outdoor activities.
Industry: Fashion & Apparel
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Portland, United States
Founded: 1938
WebsiteLinkedIn