CS Lead Shopbop CS
CS Lead Shopbop CS
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
15-03-2025
Job Description
Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior worldclass service that creates and promotes a lasting relationship.
The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees monitor trends and model an obsession with delivering a positive Customer experience.
Key job responsibilities
Manage CS help Inbox including monitoring and reporting trends utilizing tools that include but are not limited to: Seller Central CSC Call Center Manager TT SIM Sprinklr Fulfillment Control Center Product Management WLIB tools
Monitor and guide daily workflow including; phone email and chat volume ensuring consistent coverage of all three channels
Facilitate highvolume CS help desk communication using SIM. Prioritize issues managing communication as resolve ticket within SLA
Maintain and followup on manual mishandled or exception orders regarding payment satisfaction
Maintain customer feedback channels: customer comments feedback and social media inquiries via Sprinklr and Seller Central
Assist with hiring interview loops and onboarding of permanent and temporary staff
Assist with new hire training program as needed
Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
Distribute and manage special project workflow with CSRs
Adopt CS policies and procedures ensure compliance and consistency within the department through contact coaching and serve as general resource for CS staff
Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
Collaborate with internal groups: QC /Returns departments Buyers Merchandising Warehouse to resolve customer facing issues
Sustain SLA by assisting with high volume and peek workload /acting as CSR
Mastery of Shopbop CS practices policies and systems including CSC and Stiletto. Flexibility with fulltime schedule including shift assignments on weekends/evenings. Demonstrated ability to react quickly utilize critical thinking and problem solve using available resources and tools. Exceptional communication skills including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs. Experience working under pressure in a highvolume environment while maintaining standards for productivity and quality. Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision. High school diploma or equivalent.
Required mastery of shopbop CSS essential functions
Excellent timemanagement organizational and prioritization skills.
Fastidious attention to detail.
2 years of experience in hightouch Customer Service retail or service/luxury industry required.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees monitor trends and model an obsession with delivering a positive Customer experience.
Key job responsibilities
Manage CS help Inbox including monitoring and reporting trends utilizing tools that include but are not limited to: Seller Central CSC Call Center Manager TT SIM Sprinklr Fulfillment Control Center Product Management WLIB tools
Monitor and guide daily workflow including; phone email and chat volume ensuring consistent coverage of all three channels
Facilitate highvolume CS help desk communication using SIM. Prioritize issues managing communication as resolve ticket within SLA
Maintain and followup on manual mishandled or exception orders regarding payment satisfaction
Maintain customer feedback channels: customer comments feedback and social media inquiries via Sprinklr and Seller Central
Assist with hiring interview loops and onboarding of permanent and temporary staff
Assist with new hire training program as needed
Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
Distribute and manage special project workflow with CSRs
Adopt CS policies and procedures ensure compliance and consistency within the department through contact coaching and serve as general resource for CS staff
Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
Collaborate with internal groups: QC /Returns departments Buyers Merchandising Warehouse to resolve customer facing issues
Sustain SLA by assisting with high volume and peek workload /acting as CSR
Mastery of Shopbop CS practices policies and systems including CSC and Stiletto. Flexibility with fulltime schedule including shift assignments on weekends/evenings. Demonstrated ability to react quickly utilize critical thinking and problem solve using available resources and tools. Exceptional communication skills including the ability to clearly and concisely communicate in writing and speech; listening and interpreting customer needs. Experience working under pressure in a highvolume environment while maintaining standards for productivity and quality. Demonstrated initiative and ability to take on additional tasks and complex situations with limited supervision. High school diploma or equivalent.
Required mastery of shopbop CSS essential functions
Excellent timemanagement organizational and prioritization skills.
Fastidious attention to detail.
2 years of experience in hightouch Customer Service retail or service/luxury industry required.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Employment Type
Full-Time
Department / Functional Area
Key Skills
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