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

Introduction to blithequark At blithequark, we pride ourselves on delivering exceptional customer experiences that exceed expectations. As a leader in the luxury retail industry, we understand the importance of providing world-class service to our discerning clients. Our Customer Service team is the backbone of our organization, and we are seeking an experienced Customer Service Lead to of dedicated professionals. If you have a passion for delivering outstanding customer service and a keen eye for process management, we encourage you to apply for this exciting opportunity. Job Overview The Customer Service Lead will be responsible for overseeing a team of 12 Customer Service Associates (CSAs) and facilitating the daily coordination of process and workflow management. This individual will report to the Luxury Stores Manager and provide feedback on observations and trends, while also serving as a key contact for escalated customer issues. The successful candidate will have mastered essential Customer Service Lead functions and be dedicated to providing superior world-class service while ensuring the effective management of workflow and processes. 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 exciting challenges. You will manage 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. 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 Agreement (SLA). Additional Responsibilities 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 CSAs, 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. Qualifications Essential Qualifications 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 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 and Development At blithequark, we are committed to the growth and development of our employees. As a Customer Service Lead, you will have access to a range of training and development opportunities, including coaching, mentoring, and leadership development programs. You will also have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service. Work Environment and Company Culture Our work environment is fast-paced and dynamic, with a focus on collaboration and teamwork. We believe in empowering our employees to take ownership of their work and to make decisions that drive results. Our company culture is built on a foundation of respect, integrity, and a commitment to excellence. We are proud of our diverse and inclusive workplace, and we welcome applications from talented individuals who share our values. Compensation 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. We also offer a range of benefits, including medical, financial, and other benefits, as well as opportunities for career growth and development. Conclusion If you are 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 will have the opportunity to work with a talented team of professionals who share your commitment to excellence. You will also have access to a range of training and development opportunities, as well as a competitive compensation package and a range of benefits. Don't miss out on this opportunity to and take your career to the next level. !