Team Lead - Online Retail

Summary

The Team Lead at the Client Relations Center drives sales and exceptional service while supporting team performance and operational excellence. This role serves as a point of contact for ambassadors, handles escalations, and partners with management and other teams to improve client experience.

Responsibilities

• Respond to client inquiries by phone, email, chat, and social media, and build client relationships through thoughtful service and outbound communication.
• Lead escalated cases and after-sales inquiries, and coach team members on performance, systems, processes, and procedures.
• Monitor individual and team KPIs with the manager, identify training and resource needs, and support sales and service goals.
• Maintain expertise in products, launches, campaigns, and e-commerce processes, and collaborate with boutiques and corporate teams.
• Support clienteling initiatives, operational projects, and a positive, collaborative work environment.

Requirements

• Bachelor's degree and at least 2 years of experience in a contact center or customer service environment.
• Strong communication, problem-solving, selling, and client relationship skills.
• Ability to use Microsoft Office, Salesforce or comparable CRM and communication systems; SAP knowledge is preferred.
• Flexibility to work holidays and travel as required.