Customer Support Manager
Platform Services | Remote Eligible | Full Time
Founded in 2013, San Francisco-based Chairish is the leading online marketplace for exceptional home furnishings. Our mission is to inspire and foster the joy of creative expression through home decorating.
The Chairish marketplace connects millions of design lovers to over 10,000 sellers, creating newfound business for sophisticated brands, unique makers, remarkable artists, esteemed vintage and antique dealers as well as private collectors. We are leading the luxury home furnishings industry into the digital future.
Our leadership team includes veteran technology entrepreneurs who’ve created the biggest global travel brands alongside celebrated fashion and design industry executives. Chairish has earned widespread recognition from leaders in the home design space. Architectural Digest named Chairish the #1 “can’t live without decorating app” that “will change the way you shop for furniture online.” Entrepreneur lists Chairish as one of “best entrepreneurial companies in America” and IAB recently named Chairish a "Brand to Watch in 2020”.
Chairish Inc. is looking for a Customer Support Manager, a hands-on leader with oversight over a small, internal team of experienced service professionals with a focus on customer experience, customer satisfaction, and operational effectiveness. What's important for us right now, is that you understand what makes team members tick and what motivates them to grow, excel, and take on new challenges.
We're looking for a talented and passionate individual to join our company and to lead the customer support team through our expansive growth. You'll lead an internal team of support professionals who are in daily contact with our customers (both businesses and individuals) via email, phone, live chat, and other channels and related operational support to ensure seamless service, cost-effectively.
Reporting to the Director of Customer Support, you are responsible and directly accountable for the execution of the team’s performance. As their leader you will motivate the team and ensure they support Chairish’s brand values, are professional, personable, and demonstrate empathy to the customer while achieving productivity and quality goals.
We’re looking for someone with solid leadership experience, delivering high-touch service, ideally in an e-commerce environment, and a marketplace is a bonus!
Manage complex projects and initiatives with competing timelines
Lead, coach, and develop the team by monitoring performance and providing feedback, supporting a Leadership pipeline
Execute day to day business management duties including prioritizing and organizing activities to meet operational effectiveness of productivity, quality, and KPIS
Lead impactful team meetings centered around the client and team experience
Plan, monitor, appraise and review contributions of the team
Support the resolution of escalated client issues, escalate when appropriate, and report on trending issues
Provide business support
Support new product initiatives
Identify customer service trends and opportunities for system improvements
Measure and report on customer service information and recommendations to strategic plans and reviews for continuous improvement
Support special projects as needed
5+ years of leadership experience in a multi-channel, high touch customer service environment
Extensive e-commerce service delivery experience with a preference for marketplace experience environments
Ability to translate your skills to other employees through training and mentoring
Proficiency with Google Suite
Zendesk or other contact management/ticketing system experience a plus
MORE ABOUT CHAIRISH, INC.
Chairish Inc. is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender identity/expression, race, religion, national origin, ethnicity, disability, sexual orientation, veteran or military status, or any other category protected under the law. We are an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. We strongly encourage applicants of all backgrounds, identities, and perspectives to apply to job positions at Chairish.
If you are interested in applying for this opportunity, please apply with your resume. All submissions will be evaluated and interviews will be conducted for those applicants who most strongly fit our needs. If you need reasonable adjustments at any point in the application or interview process, please let us know.
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