Team Lead, Customer Service

About the Role

Join Zenni’s award-winning Customer Service team! As a Customer Support Team Lead, you will play a critical role in representing our customer-obsessed culture. Supporting our global customers 24/7/365, you will lead, coach, and inspire a team of Service Advocates across multiple channels, including voice, chat, email, SMS, and social media, ensuring consistent, high-quality "white-glove" service.

Responsibilities

Team Leadership & Development

• Lead & Manage: Oversee a team of 12 or more Customer Service Advocates, driving daily productivity, engagement, and alignment with company values.
• Coach & Mentor: Utilize data, performance trends, and behavioral patterns to build effective coaching strategies.
• Engage: Lead recurring huddles, team meetings, and weekly 1-on-1s to communicate business updates and support career growth.

Operations & Performance

• Queue Management: Monitor and control team workload, performance metrics, and multi-channel volumes to meet service and quality expectations.
• Escalation Support: Act as the point of escalation for complex customer inquiries and technical system issues.
• Process Improvement: Identify operational deficiencies, suggest strategic improvement plans, and maintain an unparalleled knowledge of Zenni’s products and style offerings.

Cross-Functional Collaboration

• Bridge Inter-Departmental Gaps: Partner closely with Technology, Product, and Site teams to relay valuable customer feedback and drive system enhancements.
• Global Alignment: Collaborate with overseas counterparts to streamline processes, eliminate redundancies, and ensure smooth international operations.

Basic Qualifications

• Demonstrated leadership acumen, characteristics and behaviors
• Excellent verbal and written communication skills with a professional and personable demeanor.
• Ability to work a flexible or rotating schedule to support a 24/7/365 global operation.
• A "can-do" attitude with a strong sense of urgency and the ability to multitask under shifting priorities.
• A customer-first mindset with an empathetic, creative approach to resolving issues.

Preferred Qualifications

• Data Literacy: Demonstrated ability to manage high volumes of information and translate data points into actionable team coaching.
• Cross-Functional Experience: Experience collaborating with international or overseas teams to optimize global workflows.
• Values-Based Leadership: A proven track record of boosting team morale, managing diverse team dynamics, and successfully navigating organizational change.

Perks & Benefits

• Annual Bonus Program
• Healthcare
• 13th Month Pay
• Daily Free Lunch & Coffee
• Annual Zenni Gift Card - to use toward our products!