Customer Experience Lead

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

Lead customer experience support for Columbia’s US/Canada eCommerce and Customer Care Center, handling complex inquiries, executive escalations, and formal complaints. Use advanced knowledge of tools, policies, and practices to resolve issues across multiple channels while improving the customer journey. Drive customer retention through strategic winback initiatives, identify agent knowledge gaps with Leadership/Quality/Training, and mentor others to elevate consumer and employee experiences.

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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 support for Columbia’s US/Canada eCommerce and Customer Care Center, handling complex inquiries, executive escalations, and formal complaints. Use advanced knowledge of tools, policies, and practices to resolve issues across multiple channels while improving the customer journey. Drive customer retention through strategic winback initiatives, identify agent knowledge gaps with Leadership/Quality/Training, and mentor others to elevate consumer and employee experiences.
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 for multiple brands using advanced knowledge of tools, policies, and practices.
  • •Handle consumer executive escalations and manage formal complaints effectively.
  • •Drive customer retention through strategic winback initiatives that improve the customer journey.
  • •Identify gaps in agent knowledge and partner with Leadership, Quality, and Training to recommend improvements and solutions.
  • •Act as a mentor and help generate career plans in partnership with leadership to build needed skills for future opportunities.

Pay and Benefits

Perks:401kHealth InsuranceDentalVisionLife InsuranceDisability InsuranceFlexible SpendingEmployee DiscountsPaid LeaveEap CounselingWellness Stipend

Key Requirements

  • •7+ years of related experience in retail and customer care.
  • •High school education or equivalent.
  • •Proficiency with Microsoft Office applications (Excel, Word, PowerPoint, SharePoint, Outlook).
  • •Strong verbal and written communication skills for escalated customer interactions.
  • •Experience with NICE inContact and similar products.
Experience:7+ yearsRetailCustomer careECommerce
Education:High School
Skills:CommunicationProblem-solvingCritical thinkingSolutions-orientedMentoring
Tech Stack:Microsoft OfficeExcelWordPowerPointSharePointOutlookNICE inContact

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