Job Summary
Fellow's mission is to help people perfect their 'liquid craft' by marrying professional knowledge, relevant functionality, and thoughtful design. Fellow is a small but fast-growing company: in addition to our e-commerce site and flagship retail store in the Mission District of San Francisco, you can find our products in Crate & Barrel, Williams Sonoma, West Elm, Amazon, and distributed internationally in over 40 countries. We are actively seeking an experienced Customer Service Team Lead.
The Customer Service Team Lead is responsible for the following:
Providing excellent customer support for allocated tickets.
Supporting a growing team of customer service agents, including:
Solving high level ticket escalations.
Leading trainings on new processes and products.
Being the first point of contact for agent questions regarding products or policies.
Training new remote support agents.
Ensuring accuracy of ticket tagging in Zendesk.
Collaborating with CX Manager on strategies for reducing volume of inbound tickets, updating our helpdesk pages at help.fellowproducts.com and suggesting new articles as needed.
Maintaining positive vibes, and keeping the team motivated.
Requirements:
Minimum 2 years remote customer service experience as a team lead, preferably in e-commerce
3 years experience using Zendesk, Shopify & G Suite
Must have experience training remote customer service agents
E-commerce expert - you should have platform knowledge of Shopify as well as experience using various CX-focused apps for customer returns, fulfillment, shipping & tracking.
Excellent interpersonal skills, ability to talk people down from high places.
A highly organized problem solver.
Flexibility with schedule - this role may require you to be on-call during weekends or holidays.
Specialty coffee knowledge and previous startup experience is a huge plus!
Benefits:
401k
Equity package
18 paid PTO days
Medical / Dental / Eye contributions for employee
12 wk primary caregiver / 8 week secondary caregiver
Discounts on Fellow products
Remote work during COVID and the possibility for some remote work in the future
