Remote Customer Care Team Lead

Summary

Join our dynamic and passionate Global Customer Care team as a Customer Care Team Lead. As a key member of the team, you will assist Market Managers and Customer Care Specialists in day-to-day operations, providing direction, reviews, check-ins, training, administrative support, driving sales, managing documentation and records, and assisting with other tasks to ensure smooth functioning of the Customer Care department.

Requirements

• The ability to resolve issues with a customer-first approach
• Proficiency using customer service ticketing software
• Excellent problem solving and communication skills
• Exceptional organizational skills with an impeccable attention to detail
• Reliable, consistent attendance, punctual, and dependable
• Flexible to work evenings and occasional weekends, overtime, and holidays
• Ability to maintain a positive attitude, remain engaged in your work, and lead by example
• Great team player, as well as self-motivated and proactive
• Fluid and flexible to continuous improvement changes within the department

Responsibilities

• Team Management: Overseeing the team, providing guidance, support, and feedback to ensure they meet targets and deliver exceptional customer experiences
• Customer Issue Resolution: Handling escalated customer issues or complaints, working closely with the team to find effective solutions and ensure customer satisfaction
• Process Improvement: Identifying areas for improvement in processes and procedures, and implementing to improve efficiency and effectiveness
• Performance Monitoring: Monitoring and analyzing key performance indicators (KPIs) to assess team performance, identifying areas of improvement, and implementing strategies to achieve targets
• Customer Relationship Management: Building and maintaining positive relationships with customers, ensuring their needs are met and addressing any concerns or issues promptly
• Reporting and Documentation: Maintaining accurate records of customer interactions, feedback, and resolutions, and generating reports to track team performance and identify trends or areas for improvement
• Training and Development: Assisting in the delivery of training and development of Customer Care Specialists, ensuring they have the necessary skills and knowledge to provide excellent customer service and drive sales
• Collaboration: Collaborating with other departments or teams within the organization to ensure a seamless customer experience and resolve any cross-functional issues
• Maintaining professionalism: Maintaining professionalism at all times. Upholding Lush values and adhering to company policies and guidelines, ensuring that customers receive a positive and 5* journey
• Building connections: Working one day a quarter on the shop floor to reconnect with the products and customers as well as build relationships with the stores (travel and expenses will be paid)
• Leading by example: through their behaviors and actions, establishing and embodying the passion and ethics of Lush and the customer care department. Setting the standard for internal and external communication and ensuring a positive work environment
• Operations & Analytics: Shifts resources on the floor to manage inbound volumes in real-time, taking into account skills, skill-level, and individual strengths
• Manages the daily schedule on the floor, including staff breaks
• Assists with daily floor opening and closing activities
• Working closely with the Workforce Management Analyst, determines if any additional shifts and/or overtime are needed (with Manager approval)
• Evaluates urgency of tickets and assigns/re-assigns tickets based on roles, skills, and skill-level

Preferred Qualifications

• Previous experience working as a Customer Care Representative
• Proficiency using MS Excel
• Experience in the beauty and/or consumer packaged goods industry is a plus
• Strong understanding of Lush or similar retail environment is a plus
• Accustomed to working in a highly seasonal, high-pressure environment
• Written and verbal fluency in the French language