Introduction to blithequark At blithequark, we pride ourselves on providing unparalleled customer experiences that exceed expectations. As a leader in the luxury retail industry, we understand the importance of delivering high-touch service that builds lasting relationships with our clients. Our commitment to excellence is reflected in every aspect of our business, from the products we offer to the way we engage with our customers. We are now seeking an experienced Customer Service Lead to join our team of dedicated professionals who share our passion for exceptional service and workflow management. Job Overview The Customer Service Lead will play a critical role in ensuring the seamless execution of our customer service operations. As a seasoned professional with a proven track record in customer service or a related field, you will be responsible for overseeing a team of 12 Customer Service Associates (CSAs) and collaborating with a team of 4 Lead Associates. Your expertise in workflow and process management will be essential in driving our service metrics and maintaining the highest standards of customer satisfaction. You will report to the Luxury Stores Manager and serve as a key contact for escalated customer issues, providing guidance and support to ensure prompt resolution. Key Responsibilities Provide one-on-one 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 challenging and rewarding tasks. You will manage the CS help inbox, monitoring and reporting trends, and 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). Essential Qualifications 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment High school diploma or equivalent 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 Preferred Qualifications 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 Opportunities and Learning Benefits 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 programs designed to enhance your skills and knowledge. You will also have opportunities to collaborate with other teams and departments, broadening your understanding of our business and expanding your professional network. Our goal is to empower you to achieve your full potential and make a meaningful contribution to our organization. Work Environment and Company Culture Our work environment is dynamic, fast-paced, and supportive. We believe in fostering a culture of inclusivity, respect, and open communication, where every employee feels valued and empowered to contribute. At blithequark, you will be part of a team that is passionate about delivering exceptional customer experiences and driving business success. We offer a range of perks and benefits, including competitive compensation, comprehensive health insurance, and opportunities for professional growth and development. Compensation, Perks, and Benefits Our compensation package is designed to reflect the bolthires 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. blithequark is a total compensation company, offering a range of benefits, including equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and/or other benefits. Conclusion If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Service Lead, you will play a critical role in driving our service metrics and delivering exceptional customer experiences. With a range of career growth opportunities, learning benefits, and a supportive work environment, this is an ideal role for someone who is passionate about customer service and eager to make a meaningful contribution to our organization. Apply now to join our team of dedicated professionals and take your career to the next level. Apply for this job