Experienced Customer Service Team Lead – Premium Fashion Retail and E-commerce Expertise

Welcome to blithequark

blithequark is the next-generation fashion retailer for Millennial and Generation Z consumers, offering a trusted, premium lifestyle brand and a go-to online source for discovery and inspiration. With a vast yet curated offering of over 45,000 apparel, footwear, accessories, and beauty styles, we deliver an engaging customer experience that connects a deeply engaged community of millions of consumers, thousands of global fashion influencers, and more than 500 emerging, established, and owned brands. Through continued investment in technology, data analytics, and innovative marketing and merchandising strategies, we have built a powerful platform and brand that is redefining fashion retail for the 21st century.

About Our Team

At blithequark, our team members are driven by a thirst for creativity and a passion for making us the top e-commerce brand in the world. With a team of 1,000+ based out of Cerritos, California, we are a dynamic bunch motivated by getting the company to the next level. We strive to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep blithequark a company where inspired people will always thrive.

A Glimpse into Life at blithequark

To take a behind-the-scenes look at the blithequark "corporate" lifestyle, check out our Instagram @blithequarkcareers or #lifeatblithequark. We're a company that values transparency, creativity, and collaboration, and we're always looking for talented individuals to join our team.

Job Overview

Are you ready to set the standard for premium apparel and join a team that is passionate about delivering exceptional customer experiences? We're seeking an experienced Customer Service Team Lead to assist managers in training and developing customer service representatives, answering inbound escalated calls, chats, and emails with professionalism and excellent support. This is a remote role, open to residents in Texas and Idaho state, and requires availability for specific shifts, including Monday-Tuesday 11:30am-8:00PM PST, Friday 8:30am-5:00 pm PST, and Saturday-Sunday 7:00am-3:30pm PST.

Major Responsibilities:

As a Customer Service Team Lead at blithequark, your essential duties and responsibilities will include:

• Training and developing a team of customer service representatives to ensure they have the skills and knowledge needed to provide exceptional customer experiences.
• Reviewing email, chat, and phone call communications to ensure that company policies and ideals are upheld and providing feedback and coaching to representatives as needed.
• Handling escalated customer calls, emails, and chats with professionalism and excellent support, resolving issues in a timely and efficient manner.
• Responding to customer questions and comments via phone, email, and live chat with speed and professionalism, providing accurate and helpful information to resolve customer inquiries.
• Answering inbound telephone calls and providing excellent customer support, ensuring that customers receive a positive and personalized experience.
• Researching and resolving complaints to ensure customer retention and satisfaction, working with other departments as needed to resolve issues and improve processes.
• Following up on all written correspondence and escalating to customer service manager on duty as necessary, ensuring that customer issues are resolved in a timely and efficient manner.
• Coordinating and following up with other departments to ensure problem resolution, working together with other customer service team members to promote an environment of customer satisfaction.
• Navigating proficiently through multiple systems, including customer relationship management (CRM) software, order management systems, and other tools and technologies.
• Keeping current and training customer service representatives with all new policies and procedures, ensuring that the team has the knowledge and skills needed to provide exceptional customer experiences.

Required Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work in a team environment, collaborating with others to achieve common goals and providing support and feedback to team members as needed.
• Ability to give and receive honest and direct feedback, using feedback as an opportunity to learn and grow and providing constructive feedback to others to help them improve.
• Strong customer orientation with a desire and willingness to help, providing exceptional customer experiences and ensuring that customer needs are met in a timely and efficient manner.
• Strong verbal and written communication skills, able to communicate effectively with customers, team members, and other stakeholders.
• Ability to work in the intensity of a high-volume inbound call center, upholding the highest quality standards for individual output and maintaining a positive and professional demeanor in a fast-paced environment.
• Knowledge of apparel construction and fabrication and various fashion categories, able to provide accurate and helpful information to customers about products and services.
• Ability to work required overtime when business needs warrant, being flexible and adaptable in a dynamic environment.
• Schedule flexibility, able to work a variety of shifts, including evenings, weekends, and holidays, and being available to work overtime as needed.
• Ability to work autonomously in a virtual environment, being self-motivated and disciplined, and able to work independently with minimal supervision.
• Must be reachable and available by telephone, email, and instant message during work hours, being responsive to customer and team member inquiries and requests.
• Ability to meet set productivity standards on an ongoing basis, maintaining a high level of productivity and efficiency in a fast-paced environment.
• Must have a dedicated quiet and distraction-free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor), and reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted).

Minimum Qualifications:

• High School Diploma or equivalent required, with some college or equivalent experience preferred.
• Experience with Microsoft Word and Excel, able to use these tools to create documents, spreadsheets, and presentations, and to analyze data and track metrics.
• Ability to type 50+ words per minute, with a high level of accuracy and attention to detail.

Preferred Qualifications:

• Some college or equivalent experience, with a degree in a related field, such as customer service, communications, or business.
• 2+ years of customer service, help desk, or call center experience in a retail environment, with a proven track record of providing exceptional customer experiences.
• 1+ years of team leadership experience, with a proven ability to lead and motivate teams, and to provide coaching and feedback to team members.
• Ability to type 60+ words per minute, with a high level of accuracy and attention to detail.
• Working knowledge of website navigation, able to navigate multiple websites and systems, and to provide support and guidance to customers and team members.
• Experience with Microsoft Word and Excel, able to use these tools to create documents, spreadsheets, and presentations, and to analyze data and track metrics.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to helping our team members grow and develop in their careers. As a Customer Service Team Lead, you'll have opportunities to develop your leadership skills, learn about the fashion industry, and gain experience working with a dynamic and fast-paced team. You'll also have access to training and development programs, including workshops, webinars, and online courses, to help you build your skills and knowledge.

Work Environment and Company Culture

Our company culture is built on a foundation of transparency, creativity, and collaboration. We believe in empowering our team members to take ownership of their work, to be creative and innovative, and to provide exceptional customer experiences. We're a dynamic and fast-paced team, and we're always looking for talented individuals to join our team and help us achieve our goals.

Compensation, Perks, and Benefits

We offer a competitive salary range of $26.00/hr to $28.00/hr, depending on experience, as well as a range of perks and benefits, including health insurance, retirement savings, and paid time off. We also offer opportunities for career growth and development, as well as a dynamic and supportive work environment.

Conclusion

If you're a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Team Lead at blithequark, you'll have the chance to work with a dynamic and fast-paced team, to develop your leadership skills, and to gain experience working in the fashion industry. Don't miss out on this opportunity to join our team and help us achieve our goals. Apply today!