Customer Service Team Lead

Description

Join the LuCrew as a Customer Service Team Lead and mentor, motivate, and drive performance while fostering a positive, solution-driven work environment.

Lulus Vision

At Lulus, our team is committed to offering the best possible service to our customers throughout the world. Our fun and casual work environment focuses on innovation and teamwork at all levels of the organization. We are always on the lookout for talented and dedicated people to join the Lulus team as we continue to build our community!

Our Commitment

Lulus is proud to be an equal opportunity employer and strives to create an organizational climate that fosters diversity, equity, inclusion, and belonging so that all of our team members can show up as their authentic selves and thrive. We are committed to increasing the representation of marginalized people across our team through hiring practices that value lived experience and unique perspectives. Our work environment embraces creative expression, collaboration, and connection without the expectation of assimilation.

The Customer Service Team Lead is responsible for assisting the CS Supervisors and department managers in maintaining a positive and productive work environment. You will be the main point of contact for your assigned team of agents, be solution-driven, and report to the department manager. You are responsible for successfully managing the performance of your team. Along with assigning basic tasks, you will provide ongoing support, feedback, and direction. You will assist with training as needed, mentor the agents on your team, and demonstrate a strong commitment to our department’s policies and procedures.

What You’ll Do

• Leads team by delegating duties, assigning tasks, and following up with all team members.

• Assists managers in maintaining proper shift coverage, and ensures all employees adhere to attendance, meal, and break policies.

• Provides coaching to team members to encourage strong performance.

• Assists in answering emails, chats, SMS, and phone calls as needed.

• Creates help tickets to alert cross-functional teams and get support where needed.

• Assists in managing customer escalations, both within Customer Service and on behalf of other departments.

• Communicates with other departments to effectively relay pertinent information to CS team members.

• Develops positive and supportive relationships with team members by understanding and addressing individual motivation, needs, and concerns.

• Maintains a calm and professional demeanor during periods of high volume or unusual events to set a solution-oriented example for the team.

• Contributes to a positive team environment by reporting red flags in performance and/or morale to the supervisors and/or department managers.

• Creates a positive learning environment by providing clear, specific, timely, and respectful coaching and feedback.

• Recognizes and reinforces individual and team accomplishments by using existing tools, and by collaborating with the manager to find new, creative, and effective methods of recognition.

• Maintains regular and consistent attendance and punctuality.

What You’ll Need

• High School Diploma / GED

• 1 year of relevant experience in leading teams

• Strong communication skills, both verbal and written

• Capability to create and maintain professional relationships with your team

• Ability to hold agents accountable through coaching to company standards and ensure their success

• Ability to facilitate learning materials effectively

• Flexibility, willingness to multi-task or change tasks quickly to meet business and team needs

• Open availability

• Impeccable attendance

Nice to Have - Bonus Points!

• 3 years of experience in Customer Service

• Experience working in a call center environment, Lulus experience preferred!

What You’ll Love About Us: 

• Great Company Culture - Where you can be your true authentic self!

• Wage Progression Plan 

• Medical, Dental, and Vision benefits 

• Voluntary Life & AD&D Insurance, Critical Illness, Short Term Disability

• Prepare for the future - 401(k) Safe Harbor Plan - 4% company matching 

• Employee Stock Purchase Plan (ESPP)

• Wardrobe Perks - 30% employee discount!

• Recognition of employee birthdays and work anniversaries!

• Work that stays at work - Genuine work/life balance

• Rest and Relaxation - Generous Paid Time Off, Paid Sick Time, and Paid Company Holidays

• Paid Parental Leave

We’re ready to meet you! Come help us achieve our ambitious goals!

At Lulus, we believe our people are our greatest asset and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range for the role. The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate's educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. Base salary is part of a total compensation package, which, depending on the position, may also include an annual bonus and other benefit programs.

Qualifications

Salary : $18