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Customer Support Operations Leader

2 months ago

Salt Lake, Utah, United States Faire Inc Full time

Customer Experience Team Lead

at Faire

About Faire

Faire is a digital wholesale platform grounded in the belief 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 leverage technology, data, and machine learning to connect this vibrant community of entrepreneurs worldwide. We assist local boutiques in discovering exceptional products from around the globe to enhance their offerings. Our mission is to empower small businesses to compete with larger retail and e-commerce entities.

By fostering the growth of independent enterprises, Faire is making a positive economic impact in communities around the world. We seek intelligent, resourceful, and passionate individuals to join us in championing the shop local movement. If you share our commitment to 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 strategy and vision by overseeing a top-tier customer support team. Our success hinges on our customers, and we require someone who can enhance customer satisfaction through collaboration with teams and technology. In this role, you will lead a group of high-performing customer support specialists, ensuring we consistently advocate for our customers in a delightful manner. You will report to the Customer Experience Manager and collaborate closely with other leaders to create the best possible experience for our customers.

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.
  • 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 metrics.
  • Coach and mentor team members to facilitate growth opportunities.
  • Empower your team to identify issues that will help Faire enhance its products.
  • Collaborate with other CX leaders and cross-functional partners to improve internal tools.

Qualifications

  • 2+ years of experience in operations or customer support.
  • 2+ years of prior experience in people management.
  • Ability to inspire and motivate individuals and teams.
  • Excellent written and verbal communication skills.
  • Capability to operate effectively under pressure and deliver results.
  • Proficiency in using data to inform decision-making and monitor performance.
  • Ability to balance competing priorities while consistently delivering results.

Preferred Qualifications

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

Why You Will Enjoy Working at Faire

  • We are entrepreneurs: 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 mission.
  • We leverage technology and data: We harness product innovation and machine learning to connect brands and boutiques globally, creating a community of over 350,000 small business owners.
  • We create products our customers love: Our ultimate goal is to support our customers in growing their businesses, as we aim to expand the market rather than compete for a share.
  • We are curious and resourceful: We approach challenges with inquisitiveness, exploring possibilities, testing assumptions, and developing innovative solutions based on 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.