Customer Care Supervisor

4 weeks ago


Columbus, Ohio, United States Abercrombie and Fitch Co. Full time
About the Role

We are seeking a highly skilled and experienced Customer Care Supervisor to join our team at Abercrombie & Fitch Co. This role is responsible for leading and developing a team of customer care professionals, providing exceptional service to our customers, and driving continuous improvement in our operations.

Key Responsibilities
  • Lead and develop a team of customer care professionals to achieve exceptional service standards
  • Oversee a wide range of specialized contact types, including fraud queues, tier 2 escalations, and social media interactions
  • Personally oversee all customer contacts escalated to the executive team, ensuring prompt, empathetic, and thorough resolution
  • Test and validate new functionalities within Customer Care tools, providing documented feedback and working closely with leadership to influence product roadmaps and prioritize tool enhancements
  • Responsible for delivering on the expectations of the key performance indicators for the Home Office customer care team, inclusive of customer satisfaction scores, quality assurance, and productivity
Requirements
  • At least 2 years of leadership experience, preferably in retail or customer-facing roles
  • Experience in resolving escalated customer issues
  • Proven ability to coach, develop, and inspire team members to continuously improve their performance
  • Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities
What We Offer
  • Competitive salary and benefits package
  • Opportunities for career advancement and professional growth
  • A dynamic and supportive work environment
  • Access to cutting-edge technology and tools


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