Be an early applicantLess than 25 applicants

Company

Shopbop · 1 day ago

CS Lead, Shopbop CS

United States

Full-time

Remote

Senior Level

$37K/yr - $60K/yr

2+ years exp

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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, 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

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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Shopbop CS practicesEscalation managementHigh-touch Customer ServiceSeller CentralCSC Call Center ManagerTTSIMFulfillment Control CenterProduct ManagementWLIB toolsTraining new employeesCustomer feedback management

Required

Mastery of Shopbop CS practices, policies, and systems including CSC and Stiletto.

Flexibility with full-time schedule including shift assignments on weekends/evenings.

Demonstrated ability to react quickly, utilize critical thinking and problem solve, using available resources and tools.

Exceptional communication skills, including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs.

Experience working under pressure in a high-volume environment while maintaining standards for productivity and quality.

Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision.

High school diploma or equivalent.

Preferred

Required mastery of shopbop CSS essential functions

Excellent time-management, organizational, and prioritization skills.

Fastidious attention to detail.

2 years of experience in high-touch Customer Service, retail, or service/luxury industry required.

Benefits

Equity

Sign-on payments

Full range of medical, financial, and/or other benefits

Company

Shopbop

Glassdoor

3.3

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.

Madison, WI

201-500 employees