**Experienced Customer Service Lead – Luxury Stores Customer Service**

Are you a customer service expert with a passion for delivering exceptional experiences in a fast-paced, high-touch environment? Do you have a knack for leading and mentoring teams to achieve outstanding results? If so, we invite you to join blithequark's dynamic team as an Experienced Customer Service Lead – Luxury Stores Customer Service. At blithequark, we're committed to providing world-class service to our customers, and we're looking for a seasoned professional to lead our Customer Service team in our luxury stores. As a Customer Service Lead, you'll be responsible for overseeing the daily operations of our customer service team, providing coaching and guidance to team members, and ensuring that our customers receive exceptional service. **About blithequark** blithequark is a leading company in the retail industry, known for our commitment to excellence and our passion for delivering exceptional customer experiences. We're a dynamic and innovative company that's always looking for ways to improve and grow. Our team is made up of talented and dedicated individuals who are passionate about what they do, and we're looking for someone who shares our values and our commitment to excellence. **Key Responsibilities** As a Customer Service Lead, you'll be responsible for the following key 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. **A Day in the Life** As a Customer Service Lead, your day will be filled with a variety of tasks and responsibilities. Here's an overview of what a typical day might look like: * 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. **Preferred Qualifications** We're looking for a candidate with the following preferred qualifications: * 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. **What We Offer** As a Customer Service Lead at blithequark, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for professional growth and development. Our inclusive culture empowers our team members to deliver the best results for our customers, and we're committed to providing a work environment that's supportive, collaborative, and fun. **Compensation and Benefits** Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. **How to Apply** If you're a motivated and experienced customer service professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Why Join blithequark? At blithequark, we're passionate about delivering exceptional customer experiences and creating a work environment that's supportive, collaborative, and fun. We're committed to providing our team members with the tools, training, and resources they need to succeed, and we're always looking for ways to improve and grow. Our Culture Our culture is built on a foundation of trust, respect, and open communication. We believe in empowering our team members to take ownership of their work and make decisions that align with our company values. We're a dynamic and innovative company that's always looking for ways to improve and grow, and we're committed to providing a work environment that's supportive, collaborative, and fun. Our Benefits We offer a comprehensive benefits package that includes: * Competitive salary and bonus structure * Comprehensive medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Opportunities for professional growth and development * A fun and supportive work environment How to Apply If you're a motivated and experienced customer service professional looking for a new challenge, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Equal Employment Opportunity blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive and respectful of all individuals, and we're proud to be an equal opportunity employer. Accommodations If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Apply Now If you're ready to take your customer service career to the next level, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!