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Ecommerce Customer Service Leader

Ecommerce | san francisco, CA | Full Time

Job Description

Ecommerce Customer Service Leader - goplae.com (financial district) 

 

Join the next generation lifestyle brand at the founding level.  This is an extraordinary opportunity for the right candidate to be in on the ground floor of the next great global brand.

Our Customer Experience Leader is dedicated to providing an exceptional experience for every PLAE customer (parent + kid). The goal of the Customer Experience team is to create personalized experiences and build lasting relationships while sharing in the happiest moments of our customer’s lives. The team operates in a fast-paced environment and is the engine which drives our company.  As a team member, you will have the opportunity to have a clear impact on the company’s growth while developing your sales and service skills.  

The ideal candidate is able to roll up their sleeves and get the job done in a fast-paced, high-growth environment.  They are driven, capable, adaptable, and results oriented.  Like all of members of the PLAE team, they will champion PLAE’s values including achieving big things, demonstrating the highest level of respect and professionalism, and lending a helping hand. 


PERFORMANCE 
o Exceed customer response time goal (less than 1 business day) in responding to customer inquiries over phone, email, and live chat
o Achieve 70% NPS (Net Promoter Score) for customer satisfaction
o Process exchanges and returns within 1 business day
o Ensure 100% inventory accuracy
o Deliver weekly Customer Service metrics report at team review
o Deliver monthly Customer Service summary to product team
o Report quarterly product defective report to manufacturing team

COMPETENCIES
o Bachelor's degree. 
o Sales & customer service experience in a retail and/or e-commerce position preferred. 
o Strong written and verbal communicator with an ability to work in a team environment.
o Experience with customer support software (Zendesk) 
o Strong analytical and quantitative skills; computer proficient with Microsoft applications.
o Self-directed with an ability to meet deadlines and prioritize workload. 
o Excellent organization skills.
o Professional, responsible, and an effective listener. 
o Highly personable, both in-person and online. 
o Able to resolve problems while being both empathic and decisive. 

If you are passionate about becoming a hands-on team member and helping to create an enduring consumer brand with phenomenal commercial success, contact us!