Member Experience Team Lead (Remote)

Employment Type

: Full-Time

Industry

: Miscellaneous



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MEMBER EXPERIENCE TEAM LEAD (REMOTE)

Jetblack is a members-only, text-based personal shopping and concierge service that combines the convenience of e-commerce with the customized attention of a personal assistant. With the ultimate goal of creating the next step change in retail through conversational commerce, Jetblack promises members the fastest, most delightful end-to-end shopping experience possible. As the first stand-alone company incubated by Walmart's Store No. 8, Jetblack is on a mission to give time back and make life more enjoyable.

Jenny Fleiss, the CEO, and co-founder of Jetblack, previously co-founded Rent the Runway, a business that has transformed the retail industry by making designer clothing rentals a convenient and accessible luxury experience for millions of women.

About the Role:

Jetblack's Member Operations team will deliver a second-to-none member experience by facilitating frustration-free conversational commerce and implementing strategies designed to delight. The Team Lead of Member Operations will support front line associates on a daily basis and ensure the team is enabled, empowered, and engaged to provide a world-class member experience. The Team Lead will also identify improvement opportunities and work cross functionally to implement change working closely with Quality, Logistics and Product teams. You will report into a Manager of Member Experience.

We're blushing. Some of our favorite press links:









Who will love this job:

* A customer-obsessive - You bring this focus to everything you do and remind others to do the same
* A trainer - You disseminate information clearly and effectively
* A confident leader - You are assertive and will bring big ideas to the table
* A quality enthusiast - You never overlook the details
* A team player - You are able to roll up your sleeves to get the job done
* A love for luxury - Products, services, and experiences are everything!

What you'll do:

* Lead the team to provide world-class customer experience
* Monitor the individual & team efficiency to ensure we meet departmental KPIs (e.g 1 minute initial response time) on a daily & weekly basis
* Provide insight around service levels and suggestions on how to improve
* Implement policy/process changes and provide feedback as needed
* Manage 20 - 25 Remote Customer Experience agents
* Manage schedules & shift assignments so that the team is constantly optimized for top performance
* Oversee hours logged and approve payroll on a weekly basis
* Act as the first point of reference for any questions from agents
* Provide frequent performance feedback to agents; motivate when there is a need to improve, reward when it is deserved
* Conduct weekly 1:1s focused on performance & development
* Conduct quality assessments for team members to ensure high-quality customer interactions
* Motivate the team to meet & exceed individual and departmental KPIs
* Be able to have constructive conversations & maintain complete confidentiality when necessary
* Assist with new hire training and ongoing training for the team to ensure consistent processes and customer interactions are of the highest quality

What you should have:

* 1-3 years of Team Leadership Experience, Remote experience a plus
* 3+ Years of Customer Facing Experience, particularly in a retail and/or tech environment
* BA/BS degree preferred
* Flexible schedule including weekend, evening and holiday coverage.

Pay, perks & such

Our benefits package includes a generous parental leave program, leading healthcare options, and more! We offer flexible PTO and a great culture filled with work out classes, celebrations, and clubs. We host fireside chats and monthly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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