Job Description
Customer Service Team Lead
Job Details
Job Location
Remote – Chico, CA
Remote Type
Fully Remote
Position Type
Full Time
Job Category
Customer Service
Join the LuCrew!
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 belonging, dignity, and justice 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 a 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 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 personal 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 you!
- Work that stays at work – Genuine work/life balance
- Rest and Relaxation – Paid time off, 8 Holidays, 2 floating days
- Health Benefits – Medical with FSA, Dental and Vision
- Prepare for the future – 401(k) with 4% company match
- Wardrobe Perks – 30% employee discount!
We’re ready to meet you! Come help us achieve our ambitious goals!