Remote Team Lead, Customer Experience (New Jersey) at Rent the Runway
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, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, 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, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”About the Team:
Customer Experience lives and breathes our mission of empowering our customers to feel amazing. We've been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we're ready to help with anything. Customer Experience is truly the heart of our business and have a major impact on our continued success. You will be working with a great team with supportive team leaders.About the Job:
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.
Please note this is a remote role, however candidates must reside as permanent residents in one of the following states:
- Mon-Fri; 1pm-10pm
- Sun-Tues: 7am-6pm, Wed: 9am-8pm
- Wed-Sat: 7am-6pm
- Mon-Fri: 3pm-12am
- M,T,Th,F: 9am-8pm
*Please note these shifts are subject to change based on current needs and availability.
- Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback
- “Close” Customer Experience nightly, handling order outreach and liaising with the Operations team as needed to resolve any shipment issues
- Partner with other Team Leads across multiple offices to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with end of shift 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 and knowledge gaps on your team to ensure adequate training of all our associates
- Take part in the interview process for potential candidates
- 5+ years in a customer-centric role
- 3+ years of management experience
- BA/BS degree preferred
- 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 environment
- You are passionate about building the brand through incredible customer experiences
At Rent the Runway, we’re committed to the wellbeing of our employees, and aim to create a workplace that fosters both personal and professional growth. Our inclusive benefits include, but are not limited to:
- Paid Time Off including vacation, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
- Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention.
- Paid Sabbatical after 5 years of continuous service - Unplug, recharge, and have some fun!
- Exclusive employee subscription and rental discounts - to ensure you experience the magic of renting the runway (and give us valued feedback!).
- Comprehensive health, vision, dental, FSA and dependent care from day 1 of employment - Your health comes first and we’ve got you covered.
- 401k match - an investment in your future.
- Company wide events and outings - our team spirit is no joke - we know how to have fun!
- Flexible Work Policy: Hybrid Work - when our corporate employees return to the office post COVID they will have the option to work remotely 2-3 days a week, in accordance with Company policies.
Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law.