Shopbop · 2 days ago
CS Lead, Shopbop CS
United States
Full-time
Remote
Entry, Mid Level
$38K/yr - $53K/yr
2+ years expShopbop is a leading online fashion retailer, and they are seeking a CS Lead to manage customer service operations. The CS Lead will oversee the help inbox, train new employees, and ensure high-quality customer interactions across various communication channels.
Retail
Responsibilities
Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels
Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
Maintain customer feedback channels: customer comments, feedback and social media inquiries via Sprinklr and Seller Central
Assist with hiring interview loops and onboarding of permanent and temporary staff
Assist with new hire training program as needed
Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
Distribute and manage special project workflow with CSR’s
Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
Collaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
Sustain SLA by assisting with high volume and peek workload /acting as CSR
Qualification
Required
6+ months of KDP Tier 2 customer support experience
Preferred
2 years of experience in high-touch Customer Service, retail, or service/luxury industry
Benefits
Equity
Sign-on payments
Full range of medical, financial, and/or other benefits
Company
Shopbop
Shopbop is the global online retail destination for style inspiration and discovery, offering customers all over the world a comprehensive, hand-picked selection of ready-to-wear apparel and accessories from over 1,000 established and emerging designers.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Howard Litwack
Co-Founder
Chris Chavez
Chief Technology Officer
Company data provided by crunchbase