Senior Support Operations Manager

1 week ago

Salt Lake, Utah, United States Faire Inc Full time

Senior Customer Experience Team Lead

at Faire

About Faire

Faire operates as an online wholesale platform grounded in the conviction that local businesses are the future. With over 2 million independent retailers across North America and Europe generating more than $2 trillion in revenue, we harness technology, data, and machine learning to unite this vibrant community of entrepreneurs globally. We empower local boutiques to discover exceptional products from around the world, enabling them to thrive in a competitive market against larger retail and e-commerce entities.

By fostering the growth of independent enterprises, Faire contributes positively to local economies worldwide. We seek intelligent, resourceful, and passionate individuals to join us in championing the shop local movement. If you value community, we invite you to be part of ours.

About this Role

We are in search of a Customer Experience Lead who will advance our strategic vision by overseeing a premier customer support team. Our success hinges on our customers, and we require someone adept at bridging customer satisfaction through teams and technology. In this role, you will lead a high-performing team of front-line customer support specialists, ensuring we consistently advocate for our customers in a delightful manner. This position will report to the Customer Experience Manager and collaborate closely with other leaders to enhance the customer experience.

Key Responsibilities

  • Lead a motivated, customer-focused support team.
  • Foster a strong team culture centered on customer-centricity and exceeding expectations.
  • Align with CX leadership on operational processes and team performance metrics.
  • Manage daily operations of the front-line support team, including scheduling, training, and knowledge management.
  • Establish accountability by setting clear goals and objectives to meet individual and team performance targets.
  • Coach and mentor team members to facilitate growth opportunities.
  • Empower your team to identify issues that contribute to product improvement.
  • Collaborate with other CX leads and cross-functional partners to enhance internal tools.

Qualifications

  • 4+ years of leadership experience in customer support or related operations.
  • Proven ability to inspire and motivate teams.
  • Exceptional written and verbal communication skills.
  • Capability to perform effectively under pressure and achieve results.
  • Proficient in utilizing data for informed decision-making and performance monitoring.
  • Adept at balancing competing priorities while consistently delivering results.

Preferred Qualifications

  • Experience in a fast-paced work environment.
  • Relevant support experience within marketplaces.

Why You Will Enjoy Working at Faire

  • Entrepreneurial Spirit: Faire is built for entrepreneurs, by entrepreneurs. We believe in empowering individuals to pursue their dreams, and every team member plays a vital role in our journey.
  • Innovative Technology: We leverage product innovation and machine learning to connect brands and boutiques globally, fostering a community of over 350,000 small business owners.
  • Customer-Centric Products: Our efforts are dedicated to helping our customers grow their businesses, ensuring that we create solutions that simplify their operations.
  • Curiosity and Resourcefulness: We embrace inquisitiveness, exploring possibilities and developing creative solutions through data-driven decision-making.

Faire is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.

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