at PartnerHero in Boise, Idaho, United States
Job Description
Is eCommerce your passion? PartnerHero is currently looking for an eCommerce Team Lead member to join and support one of our newest eCommerce partners with their internal customer service and support. A successful candidate knows what’s necessary to provide exceptional customer service, and knows how to successfully support and lead a new team of associates with their incoming customer order inquiries.
The ideal candidate is a highly successful and effective customer service leader with a history of managing high quality, customer service driven, and performance-focused teams. You’re a candidate who is excited to support our partner’s global footwear and fashion brand by enhancing their footprint in the Americas region.
You'll Be...
- Leading and inspiring a team of eCommerce associates to deliver excellent levels of individual and team performance and customer satisfaction for our partner
- Working closely with in-line associates by improving performance by coaching to actionable behaviors
- Managing the fair and consistent application of performance management and accountability measures as necessary
- Hosting, scheduling, and conducting regular and recurring associate 1:1s, coaching sessions, and team meetings
- Ensuring training and development plans are maintained for all team members and actively participate in new hire scheduling, training, nesting, and shadowing
- Managing day-to-day frontline associate activities and prioritize and communicate program risk assessments within the existing processes and procedures towards achieving service level agreements
- Maintaining drive and initiative to ensure associate and team member attendance and retention targets are achieved
- Supporting program leadership and the partner in highlighting operational achievements, risks, and areas for improvement
- Maintaining working knowledge expertise of all brand products and programs and convey such information and updates to the team
- Working with program leadership to recommend and implement program enhancements, updates, and changes in order to ensure the successful delivery of our partner’s goals and objectives
- Responding to associate and customer escalations via phone and email in a timely manner; Handling escalated consumer complaints, return issues, and/or questions regarding the website, ordering process, product information, and/or brand
- Supporting and assisting associates with completing complex orders via phone or email through our Hybris system
- Reviewing set limit credit refunds that may require leadership approval
- Monitoring the website for technical problems and promptly notify the team and refer issues to the appropriate ancillary teams for resolution
- Maintaining expertise and mastery of the partner’s site, community, articles, or ancillary tools and resources to appropriately guide associates and customers
- Notifying program leadership and the partner of product information is inaccurate or incomplete
- Reviewing and analyzing data to identify fraudulent credit card charges or trends related to website orders and escalate such cases to program and partner leadership
- Maintaining working knowledge of all brand products and programs
- Handling most customer unresolved and escalated situations involving dissatisfied customers, offering assistance and support
- Documenting and reporting on customer feedback and insights to improve our partner’s product and customer experience
- On occasion and during peak season periods (i.e. Holidays, Christmas, promo periods, etc.) you may be asked to work additional hours outside of your normal schedule to accommodate team seasonal volume and needed additional support; which may include segments of time in production handling customer inquiries; limited time-off or blackout periods may apply seasonally
- Ensuring your team meets all program performance requirements by meeting or surpassing key performance indicators and metrics as they are established for the program
- Performing special projects and tasks that are within your skill and expertise level as assigned by program management
- Flexing between program duties and provide ad hoc support for program-specific projects, products, and queues
What You Bring to the Table
- Minimum of two years work experience as a team lead or supervisor at a high volume customer contact center, preferably an omnichannel support environment including phone and email communication
- Able to maintain a positive, patient, and calm attitude in challenging situations; Able to diffuse upset or escalated customers or team members
- Proven work history of strong attention to detail, organization, and documentation skills with the ability to prioritize a varied workload
- Intermediate to advanced knowledge of MS Office products (i.e. Excel, etc.) and Google Suite applications (i.e. Google Sheets)
- Infectious ambition, positivity, motivation, leadership, and engagement; including the desire to elevate our partner’s brand and customer experience to the highest level
- Proven ability to thrive in a multi-tasking environment with multiple programs, applications, websites, and software; Heavy reliability on people skills, and proficiency for problem-solving
- Effective written communication and interpersonal skills, able to listen well and present information to others clearly
- Proven experience in successfully monitoring, evaluating, coaching, and mentoring frontline associates and their associated performance
- Highly skilled and accurate English written and spoken
- Ability to prioritize, triage, and deal with interruptions in workflows; Ability to maintain composure and focus under pressure
- Able to work assigned shifts consistently and maintain a high level of attendance and punctuality; flexibility is a must for this team lead role
What We Provide
- Ability to live in the following US locations!
- Required US Locations: Arizona, Oregon, Washington, Michigan, Idaho, North Carolina, Pennsylvania, and Virginia
- Competitive salary compensation based on experience (in USD)
- Attractive benefits package such as medical, dental and vision
- Access to free posture-based fitness workouts from home
- Training opportunities provided by PartnerHero and outside entities
- Ability to own your career and determine your next move at PartnerHero
- Equipment needed to be successful in your role1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross functional development
Why PartnerHero?
PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Rachio, Duet, and Bento Box to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.
How We’re Different
Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging and opportunity.
Read more about our Core Values and story here.
