[Hiring] CX Team Lead @Rent the Runway

Role Description

As a Team Lead at Rent the Runway, you will be responsible for leading a team that delivers exceptional customer experiences. Your primary focus will be motivating and managing a team of ~15 highly motivated and enthusiastic Customer Experience Associates, providing coaching and mentorship to exceed our service level goals. You will also be an expert on our internal systems, processes, and technology and actively assist associates to ensure timely resolution and consistency for customers. You should be comfortable on the frontlines with customers (phone, email, live chat) as well as working with leadership to escalate and resolve issues.

This is a great role for a leader who can motivate others to reach team and individual goals. We’re looking for enthusiastic, confident leaders with strong interpersonal skills and a strong work ethic. In order to succeed in this role, your team needs to be successful as well.

What You'll Do:

• Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback
• Start your shift each day with your team, setting the expectations for the day and any updates
• Partner with other Team Leads to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with daily & weekly recaps
• Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met
• Problem solve real-time, pivoting based on business and customer needs
• Maintain a pulse on ongoing learning opportunities, quality & efficiency metrics, and knowledge gaps on your team to ensure adequate performance of all associates
• Take part in the interview process for potential candidates
• Assist offshore partners with resolving customer issues when necessary
• Take on additional responsibilities, projects, and OKRs as outlined by senior leadership

Qualifications

• 5+ years in a customer-centric role
• 2+ years of management experience
• BA/BS degree preferred
• Experience tracking metrics and working with data to drive results
• You approach work with a collaborative mindset and drive to help others succeed
• You have a proven track record of developing employees in a fast-paced, high-growth, preferably in a retail environment
• You are passionate about building the brand through incredible customer experiences

Requirements

• This role is remote eligible in the following states:
• New York
• New Jersey
• California
• Washington
• Massachusetts
• Colorado
• Pennsylvania
• Oregon
• Texas
• Illinois
• Arizona
• Virginia
• Florida
• Tennessee
• Kansas

Benefits

• The anticipated base salary for this position is $56,000 to $70,000.
• The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.

Company Description

Rent the Runway (RTR) is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel and accessories from hundreds of brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times.