Experienced Customer Service Team Lead – Premium Fashion Retail and E-commerce Expertise

Welcome to blithequark blithequark is the next-generation fashion retailer for Millennial and Generation Z consumers, offering a trusted, premium lifestyle brand and a go-to online source for discovery and inspiration. With a vast yet curated offering of over 45,000 apparel, footwear, accessories, and beauty styles, we deliver an engaging customer experience that connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established, and owned brands. Through continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that is redefining fashion retail for the 21st century. About Our Team At blithequark, our team members are driven by a thirst for creativity and a passion for making us the top e-commerce brand in the world. With a dynamic team of 1,000+ based out of Cerritos, California, we are a motivated and diverse group of individuals who thrive in a fast-paced work environment. We are committed to hiring high-energy, bright, creative, and flexible individuals who share our vision and are eager to contribute to our success. In return, we promise to maintain a work environment where inspired people can always thrive. A Glimpse into Life at blithequark To get a behind-the-scenes look at our corporate lifestyle, check out our Instagram @blithequarkcareers or #lifeatblithequark. We are proud of our culture and excited to share it with you. If you are ready to set the standard for premium apparel and join a team that is passionate about delivering exceptional customer experiences, we encourage you to apply for our Customer Service Team Lead role. Job Overview The main purpose of the Customer Service Team Lead role is to assist managers in training and developing customer service representatives, answering inbound escalated calls, chats, and emails with professionalism and excellent support. This is a remote role, open to residents in Texas and Idaho, and requires availability for specific shifts, including Monday-Tuesday 11:30am-8:00PM PST, Friday 8:30am-5:00 pm PST, and Saturday-Sunday 7:00am-3:30pm PST. Major Responsibilities: As a Customer Service Team Lead at blithequark, your essential duties and responsibilities will include: Training and developing a team of customer service representatives to ensure they have the skills and knowledge needed to deliver exceptional customer experiences. Reviewing email, chat, and phone call communications to ensure that company policies and ideals are upheld and providing feedback and coaching to representatives as needed. Handling escalated customer calls, emails, and chats in a professional and timely manner, resolving issues and providing solutions that meet or exceed customer expectations. Responding to customer questions and comments via phone, email, and live chat with speed and professionalism, ensuring that all customer interactions are positive and productive. Answering inbound telephone calls and providing excellent customer support, resolving issues and providing solutions that meet or exceed customer expectations. Researching and resolving complaints to ensure customer retention and satisfaction, escalating issues to management as needed and following up on all written correspondence. Coordinating and following up with other departments to ensure problem resolution and working together with other customer service team members to promote an environment of customer satisfaction. Navigating proficiently through multiple systems, including customer relationship management (CRM) software, order management systems, and other tools and technologies used by the customer service team. Keeping current with all new policies and procedures and training customer service representatives to ensure they have the knowledge and skills needed to deliver exceptional customer experiences. Required Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Ability to work in a team environment, collaborating with others to achieve common goals and objectives. Ability to give and receive honest and direct feedback, using feedback as an opportunity to learn and grow. Strong customer orientation with a desire and willingness to help, providing exceptional customer experiences and resolving issues in a timely and professional manner. Strong verbal and written communication skills, able to communicate effectively with customers, representatives, and other stakeholders. Ability to work in the intensity of a high-volume inbound call center, upholding the highest quality standards for individual output and meeting productivity standards on an ongoing basis. Knowledge of apparel construction and fabrication and various fashion categories, able to provide expert advice and guidance to customers. Ability to work required overtime when business needs warrant, being flexible and adaptable in a fast-paced work environment. Schedule flexibility, able to work a variety of shifts, including evenings, weekends, and holidays. Ability to work autonomously in a virtual environment, being self-motivated and disciplined with a strong work ethic. Must be reachable and available by telephone, email, and instant message during work hours, being responsive to customer and representative needs. Ability to meet set productivity standards on an ongoing basis, being efficient and effective in all aspects of the role. Must have a dedicated quiet and distraction-free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor) and reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted). Minimum Qualifications: High School Diploma or equivalent required. Experience with Microsoft Word and Excel, able to use these tools to complete tasks and achieve objectives. Ability to type 50+ words per minute, being efficient and effective in all aspects of the role. Preferred Qualifications: Some College or equivalent experience, having a foundation in customer service, business, or a related field. 2+ years of experience in customer service, help desk, or call center environment, preferably in a retail or e-commerce setting. 1+ year of team leadership experience, having a proven track record of success in leading and developing high-performing teams. Ability to type 60+ words per minute, being highly efficient and effective in all aspects of the role. Working knowledge of website navigation, able to use online tools and technologies to complete tasks and achieve objectives. Experience with Microsoft Word and Excel, able to use these tools to complete tasks and achieve objectives. Career Growth and Development At blithequark, we are committed to the growth and development of our team members, providing opportunities for advancement and professional development. As a Customer Service Team Lead, you will have the opportunity to develop your skills and knowledge, taking on new challenges and responsibilities as you grow and evolve in your role. We offer a comprehensive training program, ongoing coaching and feedback, and opportunities for advancement, helping you to achieve your career goals and aspirations. Work Environment and Company Culture Our work environment is fast-paced and dynamic, with a focus on collaboration, innovation, and customer satisfaction. We are a diverse and inclusive team, valuing the unique perspectives and contributions of all team members. We offer a virtual work environment, providing the flexibility and autonomy to work from anywhere, at any time. Our company culture is built on a foundation of respect, empathy, and open communication, fostering a positive and productive work environment that is conducive to growth and success. Compensation and Benefits We offer a competitive compensation package, including a base hourly rate of $26.00/hr to $28.00/hr, depending on experience and qualifications. We also offer a range of benefits, including health, dental, and vision insurance, 401(k) matching, and paid time off, helping to support the well-being and financial security of our team members. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for our Customer Service Team Lead role. With a strong foundation in customer service, team leadership, and communication, you will be well-suited to succeed in this role, providing exceptional support to our customers and representatives. Apply today to join our dynamic team and take the first step in an exciting and rewarding career with blithequark.