Customer Experience Team Lead 12 Usd/Hr

Há 4 dias

Rio de Janeiro, Rio de Janeiro, Brasil Loveseat Tempo inteiro

**WHO WE ARE**
Loveseat is growing fast and is fresh off a Series A round led by Bessemer Venture Partners.
We are looking for experienced warehouse team members to join our growing Austin team.
**WHAT WE DO**
Loveseat was founded in 2015 and operates a managed marketplace for returned and other distressed inventory in the home goods (furniture, decor, etc.) space from major retailers and vendors.
Everything is sold at auction with most items starting at just $10.
Think: TJMaxx meets eBay.
Fulfillment is done locally via Loveseat's network of warehouses in major metro areas.
The customer proposition is simple: score amazing deals on great stuff for your home in a fun and (slightly addictive) gamified shopping experience.
The **Customer Experience Team Lead** excels at providing customer support and assists specifically with the de-escalation of customer concerns.
This position reports to the **Customer Experience Manager** and has a key role in aiding the strategic development of the department.
**RESPONSIBILITIES**
- Handle escalated inquiries or route them to the appropriate internal channels.
- Meet and exceed customer service KPIs, quality standards, and customer service expectations.
- Advocate for customers by identifying trends and suggesting improvements to current processes, policies, and products.
- Identify errors and draft improvements to content in our internal and external knowledge base.
- Collaborate with different departments to root out answers and be a resource to teammates.
- Participate in projects to improve our products and optimize the customer experience.
**REQUIREMENTS**
- Must be available to work **Saturday** through **Wednesday**, **7:30 AM** to **4:30 PM** **Pacific Time** w/ a **1 hour unpaid lunch break** **(non-negotiable).
**:
- Must be patient, flexible, dependable, and have an outstanding attendance record.
- Ability to effectively communicate and convey complex information with written and oral communication in English **(non-negotiable)**.
- A solid track record of leadership with at least **4 years **or more of experience in a customer care setting **(non-negotiable)**.
- **3 years** or more of experience with a support ticket system - **Zendesk** or **Salesforce** is preferred **(non-negotiable)**.
- Familiar with G-Suite Products (Google Sheets, Google Docs, Google Slides)
- Experience in handling customer escalations with strong problem solving skills to defuse challenging situations and develop effective solutions.
- Effective time management, including the ability to multitask, organize, and prioritize.
- Capable of thriving as a team player but also driven by autonomy.
- Have a positive attitude and a willingness to understand the objectives of the organization.
**BENEFITS**
- 13th Month Pay
- No Vacation Days or Paid Sick Days

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