Rent the Runway - CX Team Lead
Requirements
• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment. • You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results. • You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies. • You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction. • You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values. • 5+ years in a customer-centric role • 2+ years of management experience • BA/BS degree preferred • Experience tracking metrics and working with data to drive results • You approach work with a collaborative mindset and drive to help others succeed • You have a proven track record of developing employees in a fast-paced, high-growth, preferably in a retail environment • You are passionate about building the brand through incredible customer experiences • This role is remote eligible in the following states:
Responsibilities
• Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback • Start your shift each day with your team, setting the expectations for the day and any updates • Partner with other Team Leads to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with daily & weekly recaps • Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met • Problem solve real-time, pivoting based on business and customer needs • Maintain a pulse on ongoing learning opportunities, quality & efficiency metrics, and knowledge gaps on your team to ensure adequate performance of all associates • Take part in the interview process for potential candidates • Assist offshore partners with resolving customer issues when necessary • Take on additional responsibilities, projects, and OKRs as outlined by senior leadership
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