Customer Care Team Lead - New York, United States - 260 Sample Sale

260 Sample Sale

Verified Company

New York, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Position Overview

As the Customer Care Team Lead, you will play a crucial role in ensuring the highest level of customer satisfaction by leading and guiding a team of customer service representatives.

Your primary responsibility will be to supervise daily operations, provide coaching and support, and contribute to the development of strategies to enhance overall customer service effectiveness.

You will serve as a liaison among departments and outside vendors.

What You Will Work On

Act as the primary point of contact for brand communication, ensuring clear and timely correspondence between 260 and its partner brands
Work with the Support leadership team to develop operational discipline and standards for support
Coordinate with logistics and inventory management teams to ensure seamless execution of brandrelated activities
Manage internal ticketing systems to document brand updates and ensure all team members are informed of relevant information
Support customer care agents in resolving customer inquiries, issues, and complaints promptly and professionally
Regularly update internal databases with brandspecific details, including product information, pricing, and promotional offers
Maintain comprehensive spreadsheets containing essential data related to brand partnerships and customer feedback
Analyze spreadsheet data to identify trends, opportunities, and potential areas for improvement
Manage the process of closing brands after sales events, including inventory reconciliation, return authorizations, and postevent evaluations
Critical thinking, problemsolving, ability to work independently
Effectively manage escalations by ensuring appropriate accountability, sense of urgency, communication and followthrough to closure
Assists with training needs of employees or training classes as needed
A role model who reinforces excellent behaviors and can develop a culture of collaboration and accountability
Coach and mentor team members on technical troubleshooting and soft skills

Qualifications
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Must have high-speed, reliable internet connection:

Minimum of 4+ years of experience in a customer service role, preferably 1 year as a lead
Excellent team player with strong leadership skills.
Experience using customer support technologies such as Zendesk, Aircall, Gorgias, Basecamp and Shopify
Passion for customer experience, empowering others, and delivering value to customers
Excellent critical thinking skills; able to break down business problems and create solutions that align to business goals
Ability to come up with creative solutions to any problem you face, and know how to organize and prioritize your workload
Proven selfstarter, taking ownership and accountability over your work
Ability to create exceptional positive relationships with customers
Serviceoriented and able to resolve customer grievances.
Fast learner with a willingness to learn assigned duties and/or processes.
Must be flexible and able to perform different tasks & multitask based on business needs while keeping a positive attitude
Must be organized & detailoriented

Additional Information

Contract type: Full-Time (Hybrid)
Shift schedules available: 9am6pm EST
Shift days: Monday to Friday

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Please note: If hired, you will be expected to attend training [paid] from 9am-6pm EST Monday-Friday for approximately 3 weeks prior to moving over to your shift schedule.

Pay:
$ $22.00 per hour

Expected hours:
per week

Benefits: