Experienced Customer Service Lead for Luxury Stores - Delivering Exceptional Service and Workflow Management Expertise

Introduction to blithequark

At blithequark, we pride ourselves on providing world-class service to our customers, and we're looking for an exceptional Customer Service Lead to join our team. As a leader in the luxury retail industry, we strive to deliver unparalleled customer experiences, and our Customer Service team plays a vital role in achieving this goal. If you're passionate about delivering exceptional service, have a keen eye for detail, and are skilled at managing workflows and processes, we want to hear from you.

Job Overview

The Customer Service Lead will be responsible for overseeing a team of 12 Customer Service Associates (CSAs) and will report to the Luxury Stores Manager. This individual will be dedicated to providing superior service while ensuring the effective management of workflow and processes. The ideal candidate will have a strong background in customer service, excellent communication and problem-solving skills, and the ability to work with minimal supervision in a fast-paced environment.

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 at blithequark, your day will be filled with a variety of tasks and responsibilities. You will manage the CS help inbox, monitoring and reporting trends, and utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites. You will also monitor and guide daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery. Additionally, you will facilitate high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the Service Level Agreements (SLAs).

Essential Qualifications

• High school diploma or equivalent
• 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

Preferred Qualifications

• 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

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our employees. As a Customer Service Lead, you'll have access to training and development programs, as well as opportunities to advance your career within the company. You'll work with a talented team of professionals who are passionate about delivering exceptional customer experiences, and you'll have the chance to learn from and share knowledge with your colleagues.

Work Environment and Company Culture

Our work environment is fast-paced and dynamic, with a focus on collaboration and teamwork. We're a company that values diversity and inclusion, and we're committed to creating a workplace where everyone feels welcome and valued. As a Customer Service Lead, you'll be part of a team that's dedicated to delivering exceptional service and ensuring that our customers have an outstanding experience with blithequark.

Compensation, Perks, and Benefits

Our compensation package is competitive and 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. blithequark is a total compensation company, and 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.

Conclusion

If you're a motivated and experienced customer service professional who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Lead at blithequark, you'll have the chance to work with a talented team, develop your skills and knowledge, and advance your career in a dynamic and fast-paced environment. Don't miss out on this opportunity to join our team and contribute to the success of blithequark. Apply today!