**Experienced Customer Service Lead – Luxury Stores Customer Service**

Are you a seasoned customer service professional with a passion for delivering exceptional experiences in a fast-paced, dynamic environment? Do you have a knack for coaching and mentoring teams to achieve outstanding results? If so, we invite you to join blithequark's Luxury Stores Customer Service team as a Customer Service Lead, where you'll play a pivotal role in shaping the customer service experience for our discerning clients. **About blithequark** blithequark is a leading provider of innovative solutions and services that empower businesses to thrive in the ever-evolving marketplace. Our commitment to excellence, customer satisfaction, and employee development has earned us a reputation as a trusted partner in the industry. As a Customer Service Lead, you'll be part of a talented team that shares your passion for delivering world-class service and driving business growth. **Key Responsibilities** As a Customer Service Lead, you'll be responsible for: * Providing 1x1 coaching to Customer Service Associates (CSAs) and Lead team members to ensure performance meets company standards. * Identifying performance improvement opportunities through contact evaluations, providing feedback to managers and Quality Assurance (QA). * Serving as a reference and point of contact for escalated customer situations, offering guidance and using judgment to resolve issues promptly. * Escalating and documenting progress and operational roadblocks to management. * Monitoring real-time adherence reporting to ensure service metrics are met. * Acting as a Subject Matter Expert (SME) for company policies and processes. * Delivering quick results with minimal supervision in a dynamic and often ambiguous work environment. **A Day in the Life** As a Customer Service Lead, your day will be filled with a variety of exciting challenges and opportunities. Here's a glimpse into what you can expect: * Managing the CS help inbox, including monitoring and reporting trends, utilizing tools like Seller Central, CSC Call Center Manager, TT, SIM, and shipping carrier admin sites. * Monitoring and guiding daily workflow across phone, email, and chat channels, ensuring consistent coverage and service delivery. * Facilitating high-volume CS help desk communication using SIM, prioritizing issues and ensuring resolutions are handled within the SLA. * Maintaining and following up on manual, mishandled, or exception orders to ensure customer satisfaction. * Managing CS Issue ticketing with brand and fulfillment teams to resolve customer and departmental technical issues. * Assisting with new hire training programs and onboarding of new CSAs, ensuring a smooth transition into the team. * Distributing and managing special project workflows, collaborating with CSAs. * Adopting CS policies and procedures, ensuring compliance and consistency through contact coaching and providing general support for the CS staff. * Collaborating with internal groups such as QC, Returns departments, Brand Teams, Merchandising, and FC to resolve customer-facing issues. * Sustaining SLA adherence by managing high-volume workloads and assisting with peak demand periods. **Essential Qualifications** To succeed as a Customer Service Lead, you'll need: * 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. * Demonstrated initiative in identifying areas of improvement and providing solutions. * High school diploma or equivalent. **Preferred Qualifications** While not required, the following qualifications will make you an even stronger candidate: * 2+ years of experience in Customer Service or a related field, ideally in a high-touch service or luxury retail environment. * 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. **Why Join blithequark?** As a valued member of our team, you'll enjoy: * Competitive compensation and benefits package, including medical, financial, and other perks. * Opportunities for career growth and professional development in a dynamic and supportive environment. * Collaborative and inclusive culture that empowers employees to deliver exceptional results. * Recognition and rewards for outstanding performance and contributions to the team. * Access to cutting-edge tools and technologies that enable you to excel in your role. **How to Apply** If you're a motivated and results-driven customer service professional with a passion for delivering exceptional experiences, we invite you to apply for this exciting opportunity. Please submit your application via our internal or external career site, and join our team of dedicated professionals who are shaping the future of customer service. **Equal Employment Opportunity** blithequark is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that empowers employees to thrive and deliver exceptional results. **Accommodations for Applicants with Disabilities** If you have a disability and require accommodations during the application and hiring process, please visit our website for more information. **Total Compensation Package** Our compensation package reflects the cost 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. Apply for this job