Customer Service Team Lead (Remote)

Role: Customer Service Team Lead

Location: fully remote

Salary: £35,000 – £40,000

Essential: this person must have worked in beauty previously – those without this experience will not be considered so please do not apply, if this is not you.

Overview

We are launching a top secret new beauty brand and the time has come to build out the team and ensure critical players are in place. We are at the beginning of our journey to launch the brand, and looking for an exceptional Customer Service Team Lead to join us on the adventure. This person will develop, deliver and inspire a world-class Customer Service for our customers and advocate for customer-centric initiatives at all times. It’s perfect for someone who is passionate, driven and looking forward to taking a broad scope and an exciting challenge with a new, innovative beauty brand. This person will be the first member of Customer Service and will immediately be able to hire a direct report once onboarded. The vision is that this person will then hire a further 2-3 people to sit within the team, so management experience is preferred.

Responsibilities:

• Ensure delivery of a luxury and world-class service to our global customer base by exceeding customer expectations at every touch point, every time
• Work closely with the CXO and business to continuously improve the Customer-Centric Vision and Service strategy to meet the changing needs and desires of the customer
• Build the CS team by hiring and training a team of CS agents
• Working within the Service & Experience team, manage the incremental roll out of customer service channels (email, phone, chat, social media) from as we grow as a brand new business
• Manage workload, rotas and scheduling for the team to ensure there’s sufficient cover at all times
• Manage performance, conduct appraisals and provide development plans which encourage employee engagement and happiness
• Work with your team to proactively identify customer concerns and enquiries across all channels to ensure each case is taken all through to an efficient and effective resolution
• In partnership with the Customer Researcher, provide customer-centric regular reporting to the business to ensure risks are flagged, KPIs (e.g. CSAT, FCR, FRT, Cost Per Contact) are met and any issues are resolved holistically
• Define and manage Customer Service budgets, e.g. new hires, compensation, returns.
• Ensure the team follows all company policies, procedures, SLAs – ensuring that Standard Operating Procedures are documented and maintained in a timely, organised and professional manner.
• Manage escalated cases by being empathic and finding an efficient & effective resolution to the customer’s issue
• Participate and implement customer service training to maintain an up to date knowledge of all brands, products, processes, policies, services and systems
• Work in partnership with the Finance team to ensure a seamless customer experience in terms of fraud prevention and manage our Online Fraud metrics
• Partnerships and liaisons of suppliers and vendors such as 3PL where required

Skills:

• Leadership: Ability to motivate, guide, and develop team members while fostering a positive work environment.
• Empathy: Active listening to understand and address needs in a polite and engaging manner.
• Communication: Impeccable verbal and written skills – convey information clearly and effectively with correct grammar, spelling and punctuation
• Problem-Solving: Ability to analyse situations, identify issues, and implement effective solutions quickly.
• Organisational: Capable of managing multiple tasks, prioritizing work, and ensuring that departmental goals are met in a diligent and rigorous manner.
• Conflict Resolution: Skilled in resolving disputes and handling difficult situations with customers and team members diplomatically.
• Coaching and Training: Able to create and run effective and engaging training programs
• Performance Management: Ability to assess team performance and provide constructive feedback
• Technical Proficiency: Ability to set up and use customer service software, CRM and other relevant systems across multiple platforms, e.g. email, social media, chat, phone
• Time Management: Able to work expeditiously to effectively manage time and resources to meet deadlines and SLAs.
• Analytical: Competency in analysing performance metrics and creating customer service reports and updates on metrics to drive improvements across the entire business
• Commercial: High level of Commercial awareness and ability to authentically connect a contact to a sale where appropriate.
• Collaborative: Work without ego and bring together teams to create a safe and enjoyable working environment

Role Requirements

• 5+ years experience in a similar eCommerce or customer-facing role
• Experience in a supervisory or team lead role
• Background in the beauty, fashion or luxury industry
• Experience working with Shopify and Gorgias is advantageous
• Track record of working in a busy demanding business environment
• Able to work in a rota based environment and/or extended hours during peak / holiday shopping seasons
• High School Diploma or Equivalent

Interview Process

Stage 1 – Zoom interview with our Head of Service & Experience Design

Stage 2 – Zoom chemistry call with our Social Media lead

We are an Equal Opportunity Employer. There will be no discrimination on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation.