Customer Care Team Lead

2 weeks ago

Santa Fe Springs, California, United States Fashion Nova Full time

Customer Care Team Lead

at Fashion Nova

Job Summary

The Customer Care Team Lead will provide exceptional support and assistance to a global customer base across various platforms, including email, phone, chat, web submission, and social media. This role requires collaboration with Customer Care Supervisors to manage escalated tickets, research and resolve complex customer situations, analyze data, identify trends, set priorities, monitor workload, and provide feedback and recommendations to site leadership.

Key Responsibilities

  • Work collaboratively with agents and leadership to achieve daily workload goals.
  • Manage escalated tickets by researching and resolving complex service issues.
  • Assist in mentoring, training, and developing Advocates using various tools and processes to consistently improve the service experience, advocate performance, and operating results.
  • Collaborate with Customer Care Supervisors to serve as a Leader on Duty (LOD) to set daily site workload priorities in partnership with Workforce Management and the Customer Care Management Team.
  • Participate in quality assurance reviews and performance discussions with your supervisor to improve operating metrics and individual performance.
  • Use available tools, including the Customer Care Knowledgebase, to maintain proficiency across all channels and assigned skills.
  • Lead and collaborate on special projects in support of the Customer Care organization and broader Fashion Nova business.

Requirements

  • Three to five years of previous customer service, contact center, e-commerce, or retail experience.
  • High school diploma or equivalent.
  • Experience leading teams of ten to fifteen people with accountability for their performance.
  • Bachelor's degree in business or a related field; additional relevant work experience can be substituted for an earned degree.

Preferred Qualifications

  • Strong interpersonal and negotiation skills.
  • Exceptional attention to detail and quality control.
  • Ability to organize, prioritize, and reorder workload in a dynamic environment.
  • Ability to work both independently and as part of a team.
  • Flexible thinker with the ability to make sound independent decisions.
  • Ability to work with little supervision, check ego at the door, and work well with others at all levels in the organization.
  • Ability to work in a fast-paced, multi-tasking environment.
  • Familiarity with contact center metrics, scorecards, and KPIs.
  • Comfortable with a changing environment and being a team player at all times.

Benefits

  • Employee Discount.
  • Full benefits package, including medical, dental, and vision.
  • Daily Pay available for same-day payout on earned wages.
  • Fun and innovative environment.
  • Advancement opportunities within the Company.
  • 401k Match.

Disclaimer

This position description is not designed to cover or contain a comprehensive or exhaustive listing of activities, duties, or responsibilities that are required of the employee for this position. Similarly, the listed activities, duties, or responsibilities may change at any time with or without notice. Employees are expected to regularly review their position descriptions and ensure that they are executing the essential functions at a level that meets or exceeds the expected performance outcomes.

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