**Job Description:**
Join the blithequark Team as a Customer Service Lead – Luxury Stores Customer Service
Are you passionate about delivering exceptional customer experiences and leading high-performing teams? Do you have a knack for process management and workflow optimization? If so, we invite you to join the blithequark team as a Customer Service Lead – Luxury Stores Customer Service. In this role, you will be responsible for overseeing a team of Customer Service Associates (CSAs) and ensuring that our customers receive world-class service while meeting our Service Level Agreements (SLAs).
About blithequark
blithequark is a leading company in the luxury retail industry, dedicated to providing our customers with an unparalleled shopping experience. Our team is passionate about delivering exceptional service, and we are committed to creating a work environment that is inclusive, supportive, and empowering. As a Customer Service Lead – Luxury Stores Customer Service, you will be part of a dynamic team that is dedicated to exceeding customer expectations and driving business growth.
Key Job Responsibilities
As a Customer Service Lead – Luxury Stores Customer Service, you will be responsible for:
- Providing 1x1 coaching to CSAs and Lead team members to ensure performance meets company standards.
- Identifying performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA).
- Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly.
- Escalating and documenting progress and operational roadblocks to management.
- Monitoring real-time adherence reporting to ensure service metrics are met.
- Acting as a Subject Matter Expert (SME) for company policies and processes.
- Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment.
A Day in the Life
As a Customer Service Lead – Luxury Stores Customer Service, your day will be filled with a variety of tasks and responsibilities, including:
- Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites.
- Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery.
- Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA.
- Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction.
- Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues.
- Assisting with new hire training programs and onboarding of new CSA’s, ensuring a smooth transition into the team.
- Distributing and managing special project workflows, collaborating with Customer Service Associates (CSAs).
- Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff.
- Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues.
- Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods.
Essential Qualifications
To be successful in this role, you will need:
- Flexibility with a full-time schedule, including shifts on weekends and evenings.
- Strong critical thinking, problem-solving, and communication skills, with the ability to make decisions in a fast-paced, high-volume environment.
- Ability to work with minimal supervision while managing multiple tasks and resolving complex issues.
- Exceptional organizational skills, with the ability to prioritize tasks and manage time effectively.
- Demonstrated initiative in identifying areas of improvement and providing solutions.
- High school diploma or equivalent.
Preferred Qualifications
While not required, the following qualifications would be beneficial:
- 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment.
- 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.
Compensation and Benefits
As a valued member of the blithequark team, you will receive a competitive compensation package, including:
- A base pay range of $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market.
- Equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package.
- A full range of medical, financial, and/or other benefits.
Career Growth Opportunities
At blithequark, we are committed to helping our employees grow and develop their careers. As a Customer Service Lead – Luxury Stores Customer Service, you will have opportunities to:
- Develop your leadership skills and experience in a dynamic and fast-paced environment.
- Gain exposure to various aspects of the business, including customer service, sales, and operations.
- Collaborate with cross-functional teams to drive business growth and improve customer satisfaction.
Work Environment and Company Culture
blithequark is a company that values diversity, equity, and inclusion. We are committed to creating a work environment that is inclusive, supportive, and empowering. As a Customer Service Lead – Luxury Stores Customer Service, you will be part of a team that is passionate about delivering exceptional customer experiences and driving business growth.
How to Apply
If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site. We look forward to hearing from you!
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