myGwork - LGBTQ+ Business Community · 10 hours ago
Customer Service Lead, Luxury Stores Customer Service
United States
Full-time
Remote
Senior Level
$37K/yr - $60K/yr
2+ years exp
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Responsibilities
Provide 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.
Identify performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
Serve as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
Escalate and document progress and operational roadblocks to management.
Monitor real time adherence reporting to ensure service metrics are met.
Act as a Subject Matter Expert (SME) for company policies and processes.
Deliver quick results with minimal supervision in a dynamic and often ambiguous work environment.
Manage CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
Monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
Facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
Maintain and follow up on manual, mishandled, or exception orders to ensure customer satisfaction.
Manage CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
Assist with new hire training programs and onboarding of new CSA's, ensuring a smooth transition into the team.
Distribute and manage special project workflows, collaborating with Customer Service Associates (CSAs).
Adopt CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
Collaborate with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
Sustain SLA adherence by managing high-volume workloads and assisting with peak demand periods.
Qualification
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Required
Flexibility with a full-time schedule, including shifts on weekends and evenings.
Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment.
Ability to work with minimal supervision while managing multiple tasks and resolving complex issues.
Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively.
Demonstrated initiative in identifying areas of improvement and providing solutions.
High school diploma or equivalent.
Preferred
2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment.
Demonstrated success in coaching, mentoring, and/or leading a small team in a customer service environment.
Mastery of essential customer service functions.
Collaborative approach to problem-solving, with a focus on sharing and enhancing team knowledge.
Excellent attention to detail and ability to work in a team-oriented environment.
Benefits
A full range of medical, financial, and/or other benefits
Company
myGwork - LGBTQ+ Business Community
myGwork is the largest global platform for the LGBTQ+ business community.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$4.77MKey Investors
24 HaymarketInnovate UK
2023-08-17Series Unknown· $1.66M
2023-08-17Grant· Undisclosed
2021-12-07Series A· $2.12M
Leadership Team
Adrien Gaubert
Co-Founder & CMO
Recent News
2024-04-10
Company data provided by crunchbase
