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Customer Service Supervisor

Dolls Kill HQ San Francisco, CA
  • Depends on experience
  • Full Time
  • Health Insurance, Dental Insurance, Vision Insurance

About us

Named “The Fastest Growing Retailer in the US", Dolls Kill is a fashion brand that boldly empowers young women to celebrate their individuality. Our customers would rather give an enthusiastic "f you" than conform to the contrived styles of today's fashion industry... and we help them do it. We have an amazing team of retail leaders, scrappy hackers, and fashion trendsetters who are fun to work with and serious about what they do. We’re based in San Francisco and backed by strong consumer-focused venture investors.
About the Role

We're looking for an experienced and professional e-commerce Customer Service Supervisor who's passionate about leading a team, has a desire to drive individual and company growth, loves working with people, and can communicate well across teams. In this position you will lead a team of 15-20 customer service representatives and be the main liaison between the team and upper management. The ideal candidate for this position has at least two years experience working for an e-commerce company and a proven ability to manage effectively and professionally.


Responsibilities

    • Understand and manage team performance and their daily goals, communicate CSR performance to management
    • Manage CSR training schedule and on-boarding to to ensure all team members are properly trained
    • Update training materials SOP's and documents related to new hire training
    • Provide real-time feedback and performance coaching for CSR's individually and as a team
    • Conduct CSR case reviews: checking for quality of service and correctness of policy
    • Identify and assist with handling personnel issues: absenteeism, tardiness, negative attitudes
    • Communicate company updates to the team
    • Assist in resolving escalated customer issues
    • Oversee the weekend CSR's performance and handle weekend escalations when necessary
    • Identify any system/website issues and communicate them to the appropriate team for resolution

Requirements

    • 2+ years of e-commerce experience required
    • 1+ years of team management required
    • Ability to create and manage schedules
    • Experience in leading shifts and managing KPI's
    • CRM experience required (Zendesk preferred)
    • Proven ability to lead in a professional manner
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