Customer Service Lead

Turn customer inquiries and order status updates into opportunities for delight. You'll be on the front lines for all questions related to our products, service, and orders.

Responsibilities

• Have a passion for data. Track and analyze sales, NPS, online reviews, shipping, returns, and expense data.
• Optimize the performance of our customer service efforts. Suggest ways to improve process efficiency while maintaining outstanding customer service.
• Provide support and answers to customer inquiries via phone, email, and online chats. You’ll be the go-to for all questions regarding product information, order placement, and order follow-up.
• Be a problem solver. Successfully manage and resolve customer concerns, complaints, and issues with a calm and cool approach.

Qualifications

• Demonstrate empathy and patience for customers' needs.
• Demonstrate a great attitude and enthusiasm for helping customers.
• Availability for weekend and weekday hours are required.
• Skilled with cloud applications and office technology.
• Highly organized, efficient with time and budget, and able to prioritize under pressure.
• Ability to multitask in a fast-paced environment and anticipate that there will be last-minute changes.
• Able to demonstrate English language proficiency (written and spoken). Second language skills encouraged.

Requirements

• At least 5 years of experience in a sales, customer service, or call center environment.
• At least 2 years of experience in a manager-level role.
• Strong understanding of best customer service and sales practices.
• Strong proficiency with Google Suite or Microsoft Office.
• Must be authorized to work in the U.S.