‍At a Glance

Yankho Trumble's background in business operations made him a natural fit for a career in CX. As CX Manager at Jack Archer, he aligns business goals with a simple mission: making sure the men's lifestyle clothing brand's customers are satisfied and well taken care of. In this conversation, Yankho shares his proactive approach to CX, why he embraces AI as a valuable tool, and his advice to leaders on championing the voices of both customers and their teams.

Who is Yankho? 

Meet Yankho Trumble, CX Operation Manager at Jack Archer!

About Jack Archer

Jack Archer is a men's lifestyle brand built on a simple idea: it's not about more, it's about better. The brand creates timeless, versatile essentials, including the signature Jetsetter Tech Pant and the Everywear Shirt, using premium materials, technical performance and thoughtful design, giving men the tools to feel confident without overthinking it. Every Jack Archer piece is designed to earn its place in a modern wardrobe: fewer compromises, less friction, more confidence getting out the door.

Yankho’s CX Journey

With a background in business operations, Yankho Trumble left banking to join Exodrones, a startup a friend had launched in his garage, where the team was labeling drones. "With no systems built, he needed a hands-on person," Yankho shares. "I jumped in and helped them build a CX function from the ground up."

Exodrones was eventually sold to OpenStore, a Miami-based E-commerce company founded in 2021 by Keith Rabois that operated as a Shopify brand aggregator. "One of the companies, Jack Archer, was performing the best in their portfolio," Yankho says. After most of the other brands were liquidated, Jack Archer continued to thrive. "I decided to step into the role there as customer experience manager, and I've been there ever since."

What Excites Yankho about the CX Space

Asked what motivates him as CX manager, Yankho begins, "Not to sound corny, but you really are making the world a better place, because you're dealing directly with humans. The thesis behind CX is that if someone comes in with a negative sentiment, you want them to leave with a positive one."

Drawing on his operations experience, Yankho looks forward to leveraging the best AI tools in Jack Archer's CX strategy. "We feel those innovations are at the forefront of this field," he explains. "It makes me happy to be able to play with and build tools that close the gap between what a customer expects and what they actually get."

The CX Team at Jack Archer

Yankho leads a seven-member CX team that relies heavily on offshore support. "My TL (team leader) and CSM (customer success manager) are offshore," Yankho explains, adding, "We use a company called Horatio for our agents to balance cost and quality." Offshoring can risk sacrificing quality, but after a thorough analysis, the company found that Horatio provides skilled agents who fit the job. "It gave us the right mix, and we felt confident to partner with them," he finishes.

Yankho’s Top Challenges as a CX Team Leader

Even as Jack Archer embraces technology in its operations, Yankho admits that keeping pace with new innovations can be difficult. "Especially in the age we're in, every new tool raises the bar for my team," he says, noting that, in theory, each tool expands what they are capable of. "Keeping my members ahead of the curve, but not buried by it, is a real challenge," he finishes.

What Yankho Looks for in a CX Team Member

Asked what makes a candidate a good fit for Jack Archer's CX team, Yankho begins with the basics, "You want someone who's a quick learner and takes initiative." Because CX is such an emotional space to work in, he also looks for level-headedness, a positive attitude, and a natural drive to connect with customers. "I think with that foundation and framework, you can weather any storm," he adds.

The Preferred Customer Support Channels at Jack Archer

When it comes to ordering clothes online that look and feel good, Jack Archer's customers want clear communication and quick, efficient service. "Mostly, the preferred channel by our customers is email," Yankho says, adding that live chat is also popular for its speed of resolution.

Key KPIs Yankho Tracks to Improve CX Performance

The KPI "flywheel" Yankho uses to evaluate his CX team's performance starts with response time, followed by CSAT and NPS. By stressing response time, the brand has gained a strong sense of customer sentiment. "If you Google Jack Archer reviews, one of the things we are most proud of is that people say we got our answer super-fast, same day, even within an hour," he notes.

Tech Stack

Richpanel: “Our help desk right now is Richpanel. The reason we chose Richpanel is because they have a really good live chat. Also, I really love their payment structure. There are very few help desk indexes that align with your incentive. They index their payments on seating as opposed to tickets. It lets me and my team know that they aren’t trying to create more tickets or noise for us. Ultimately, they want to make sure that we handle people at our help center, at our chat, and then everything that flows in can be handled with a white glove from our team.”

Klayvio: “We have Klayvio that handles our CRM. Klayvio is top line when it comes to CRM messaging. They are the best in the game. They’re a great partner, we’ve been with them for a while. We are actually one of their top brands – I think we are the top percentile when it comes to sending messages out”

Redo: “We use Redo to power our entire returns system. Returns can traditionally be a major point of friction in e-commerce, but Redo automates the workflow and provides a seamless, self-service experience for our customers. Integrating them into our stack has allowed us to handle exchanges and return logistics efficiently without creating extra overhead for our support team.” 

In-House Analytics Engine: “We built our own in-house analytics engine system thanks to our amazing chief data analyst, Iris  – 5Tran pipelines into Snowflake. And then from there, we can sequel and query, and consolidate with GA4 to get deeper insights. We made that decision because we wanted as much control over our data as possible. We came from a tech background – OpenStore was very tech heavy, a tech brand, and we had a lot of engineers. Some engineers came with us to Jack Archer. I feel like it gives us that extra edge to have a data scientist in-house.”

What Proactive CX Means at Jack Archer

Jack Archer's proactive approach to CX means quiet periods with no customer contact simply don't happen. "There is no such thing as a quiet or slow day for us. If people aren’t reaching out to us, we're reaching out to them constantly," Yankho explains. For example, the team receives alerts about shipping delays and payment issues in their daily workflow, allowing them to resolve problems for customers quickly. "We'll also reach out to encourage and jumpstart reviews on Trustpilot and Akendo to drive that Jack Archer footprint and show the world that we take care of our customers," he adds.

Yankho’s Thoughts of AI in CX

Jack Archer fully embraces AI, using it both internally and externally to optimize key CX operations and strategies. "Internally, we use it to pull the voice of customer insight from our data to disseminate the larger data chunks that we have," Yankho says, adding, "On the customer-facing side, we're using AI on chatbots and high-impact PDPs." For example, if a customer stalls on a product description page (PDP), AI adapts and sends helpful messaging to support their shopping experience.

Additionally, the entire organization uses Scout, an internal Slack bot, to access information such as customers' thoughts about products. "It then outputs an answer that will give insight to our product team and marketing team, so that they are not waiting on a reply from me or a CX team member if we are not available," Yankho says.

Looking Ahead: Yankho’s Key CX Goals for Jach Archer

Yankho predicts that optimizing AI in CX will allow the team to hand off routine tasks, such as reactive ticket resolution for basic inquiries. "Where I see my team in the next six months, year, and beyond is focusing on how to widen that footprint on white-glove service," he says. One plan is to follow up with customers who abandon their carts or leave the website, using whichever channel they feel most comfortable with. Yankho and his team understand that sometimes people want to pick up the phone and talk to a human. "We're talking to our customers, we're becoming friends. We're asking questions about their experience and learning so much, about the product as well," Yankho says of the shift. Jack Archer will also focus on its VIP base more than ever, because "they're the ones holding the company up."

Yankho’s Advice to CX Team Leaders

“Listen to your team and customers. It really is so simple,” Yankho says. He reminds CX leaders that it’s easy to get lost in data points, resulting in the voice of your team becoming combative with what the C-Suite, board, or product wants. “You really need to put your team and customers in the forefront and champion them all the way through. If you focus on that and make their lives easier, you win,” he finishes.