Client Experience Team Lead

Client Experience Team Lead Job Description

About Us

Luggage Forward is a well-established and fast-growing provider of luxury consumer shipping services. We’re transforming the travel experience for travelers by offering a smarter, easier alternative to carrying and checking bags.

For nearly two decades, Luggage Forward has set the standard in door-to-door luggage and sports equipment delivery. By leveraging a worldwide network of shipping partners, innovative technology, and exceptional customer care, we guarantee that bags arrive safely and on time.

About the Role

As a Client Experience Team Lead, you will lead, oversee the day-to-day operations, and work side by side with our PM and weekend Client Services teams. Your goal will be to deliver excellent omnichannel customer service by working closely with our Client Experience Representatives and our Senior Client Experience Manager. We are looking for a self-starter with excellent communication skills, who brings leadership, process focus, a data-driven and technology-first mentality, and a client-centric mindset to our team.

This is a remote role that works from 11:00 am to 8 pm ET (1 hour lunch), Monday-Friday and pays $27/hour, with occasional overtime and weekend responsibilities.

Your responsibilities will include:

Leadership & Team Guidance

• Tactically organize the team in-shift to ensure all essential activities (email, phone, chat, cases, claims, etc.) are prioritized correctly, completed in a timely manner, and executed at our service standards
• Coach team members to improve service delivery and performance metrics - includes identifying improvement opportunities and giving constructive, actionable feedback
• Connect with team to understand members' perspectives and needs and work to equip them with the information, skills, and structure they need to be successful
• Work with Senior Manager to ensure the team is operating efficiently and effectively, team morale is high, and desired customer outcomes are met

Conflict Resolution and Empowerment

• Support team members as they navigate logistical and/or customer-related challenges
• Empower team members to resolve issues by fostering problem-solving capabilities and ownership of the resolution process
• Serve as the first point of escalation for team members on complex or heated issues that they cannot independently resolve

Recognition and Team Morale

• Actively celebrate successes via public acknowledgment and personalized recognition
• Build a positive and supportive team culture

Continuous Improvement Initiatives

• Identify opportunities to improve team performance and customer outcomes and work with Senior Manager to scope which ideas are high potential
• Actively participate in refining improvement ideas and, when appropriate, lead the charge on bringing them to fruition

About you:

• 3+ years as a customer service/contact center agent in remote, omnichannel, high-volume B2C setting, 2+ years of customer service leadership (Team Lead/Supervisor level), extra points luxury industry experience
• Experience in small and/or fast-growing businesses
• History of leading and team building in settings with indirect management responsibility
• Excellent communication, creative problem solving, project management, and organizational and prioritization skills
• Demonstrated analytical skills and interest in continuing to grow in this area
• Passion for creating change via operational excellence, continuous improvement, and implementing best practices
• Experience working with technology solutions, extra points for Zendesk experience
• Strong cross functional collaboration and collaboration up and down within organization
• Adept at taking and running with feedback
• Positive and upbeat attitude, calm under pressure, able to ride above the chaos and see the bigger picture
• Has strong motivation and initiative, demonstrates self-starter tendencies, and values staying flexible and adaptable

Work location and benefits:

• This is a fully remote position working 11:00 am to 8 pm ET hours Monday through Friday, with occasional weekend needs.
• We offer an extensive benefits package for all full-time employees, including:
• Wellness: Comprehensive subsidized medical, dental, vision, life, and disability plans
• Money: Competitive pay, annual bonus, and a 401k match
• Vacation: Paid holidays and competitive paid time off

Pay: $26.10 - $28.02 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remote