Job Details
Level
Entry
Job Location
Remote – Chico, CA
Remote Type
Fully Remote
Position Type
Full Time
Education Level
High School
Salary Range
$19.71 – $29.33 Hourly
Travel Percentage
None
Job Shift
Day
Job Category
Customer Service
Description
Join the LuCrew!
Lulus Vision
At Lulus, our team is committed to offering the best possible service to our customers throughout the world. Our fun and casual work environment focus on innovation and teamwork at all levels of the organization. We are always on the lookout for talented and dedicated people to join the Lulus team as we continue to build our community!
Our Commitment
Lulus is proud to be an equal opportunity employer and strives to create an organizational climate that fosters belonging, dignity, and justice so that all of our team members can show up as their authentic selves and thrive. We are committed to increasing the representation of marginalized people across our team through hiring practices that value lived experience and unique perspectives. Our work environment embraces creative expression, collaboration, and connection without the expectation of assimilation.
The Customer Service Shift Supervisor is responsible for assisting the Customer Service Manager in maintaining a positive and productive work environment. The person occupying this position is expected to provide leadership to the shift leads and peer, trainers while assisting the CS Manager in administrative tasks as needed. As a result of this person’s efforts, Lulus Customer Service Department will continue to provide the highest level of customer service.
What You’ll Do
- Assist the Customer Service Manager in monitoring individual and team performance
- Motivate the team to exceed individual and team targets by utilizing metrics for quality, customer satisfaction, and performance KPIs
- Measure performance with key metrics such as call abandonment, call waiting, etc
- Ensure adherence to policies for attendance, established procedures, etc
- Prepare quarterly/annual results and performance reports
- Conduct bi-weekly performance updates to provide ongoing feedback
- Recognize and reinforce individual and team accomplishments Issue written warnings and Performance Improvement Plans (PIPS) as needed
- Assist manager with quality assurance audits
- Troubleshoot issues on shift and create helpdesk tickets to resolve issues as they arise
- Troubleshoots escalated issues on shift as presented by shift leads and peer trainers
- Disseminate department updates as assigned by the Customer Service Manager
- Recognize individual and team accomplishments
- Report red flags in performance and/or morale to the Customer Service Manager
- Performs other assignments from time to time as requested by the Customer Service Manager to achieve department and company business goals
What You’ll Need
- High school diploma / GED
- 2+ years of experience supervising, remote teams preferred
- 2+ years of experience supervising teams
- Experience leading large teams of 20+ agents
- 2+ years of experience providing customer service or support via phone or live chat; or equivalent experience providing customer service in person
- Ability to work with confidential information in a professional manner
- Excellent communication; written, oral, and group facilitation
- Advanced knowledge of professional phone etiquette
- Advanced knowledge of grammar and punctuation
- Demonstrate cooperative behavior with colleagues, supervisors, and managers at all times
- Work well under pressure; meet multiple, and sometimes competing deadlines
- Ability to build and maintain positive relationships both internally and externally
- Advanced knowledge of Microsoft Office and Google Drive
- Ability to apply logical thinking and sound judgment to a wide range of practical problems
What You’ll Love About Us:
- Great Company Culture – Where you can be your true authentic self!
- Profit-Sharing Bonus Plan for applicable roles
- Medical, Dental, and Vision benefits
- Voluntary Life & AD&D Insurance, Critical Illness, Short Term Disability
- Prepare for the future – 401(k) Safe Harbor Plan – 4% company matching
- Employee Stock Purchase Plan (ESPP)
- Restricted Stock Units for applicable roles
- Wardrobe Perks – 30% employee discount!
- Recognition of employee birthdays and work anniversaries!
- Work that stays at work – Genuine work/life balance
- Rest and Relaxation – Generous Paid Time Off, Paid Sick Time, Mental Health Days, and Paid Company Holidays
- Paid Parental Leave
We’re ready to meet you! Come help us achieve our ambitious goals!
At Lulus, we believe our people are our greatest asset and we seek to structure competitive compensation offers to ensure that we are able to attract and retain the best talent. Our job postings include an annual base salary range for the role. The stated base salary range represents our good faith estimate as to what candidates are likely to expect, and we tailor our offers within the range based on several factors, including the selected candidate’s educational and professional experience, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process. Base salary is part of a total compensation package, which, depending on the position, may also include an annual bonus and other benefit programs.