Join our winning team at 260 Sample Sale, a family owned and operated business with locations in New York, Los Angeles, Miami, Chicago, and newly added Dallas. We also have ventured into Ecommerce as of 2020. We host week-long private and public sample sales for top brands in apparel, accessories and beauty, including Marc Jacobs, Aquazurra, Bobbi Brown Cosmetics, Oscar de la Renta, SoulCycle, Reformation, J Crew, NEST Fragrances, and more! If you love fashion and are passionate about the customer experience, apply to join our team!

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 brand-related 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 brand-specific 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 post-event evaluations
• Critical thinking, problem-solving, ability to work independently
• Effectively manage escalations by ensuring appropriate accountability, sense of urgency, communication and follow-through 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

• 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 self-starter, taking ownership and accountability over your work
• Ability to create exceptional positive relationships with customers
• Service-oriented 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 & detail-oriented

Additional Information

• Contract type: Full-Time (Hybrid)
• Shift schedules available: 9am-6pm EST
• Shift days: Monday to Friday
• 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.

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Expected hours: 35 – 45 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: Multiple locations