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Customer Support Supervisor

Company: thredUP
Location: Scottsdale
Posted on: September 17, 2020

Job Description:

About thredUPthredUP is the world's largest fashion resale platform, inspiring a new generation to think secondhand first. The company has spent the past 10 years reinventing resale, building a marketplace and infrastructure now poised to power the $50B resale economy and usher in a more sustainable fashion future. Millions of consumers use thredUP as the easiest way to sell their clothes and shop over 35,000 brands at up to 90% off - online, in stores or via "try-before-you-buy" Goody Boxes. Backed by world-class investors, thredUP designed a resale engine that has redistributed nearly 100 million unique garments from closets across America and is now powering resale for the broader fashion industry via its Resale-As-A-Service (RAAS) platform.About thredUPthredUP is the world's largest fashion resale platform, inspiring a new generation to think secondhand first. The company has spent the past 10 years reinventing resale, building a marketplace and infrastructure now poised to power the $50B resale economy and usher in a more sustainable fashion future. Millions of consumers use thredUP as the easiest way to sell their clothes and shop over 35,000 brands at up to 90% off - online, in stores or via "try-before-you-buy" Goody Boxes. Backed by world-class investors, thredUP designed a resale engine that has redistributed nearly 100 million unique garments from closets across America and is now powering resale for the broader fashion industry via its Resale-As-A-Service (RAAS) platform.About the RoleAs a Customer Support Supervisor at thredUP, you will oversee a team of Customer Support Agents and Social Media Support Agents, located in our NEW SCOTTSDALE office. While reporting to the Customer Support Senior Manager (located in Oakland, CA), you will help build out our Customer Support program to ensure that thredUP continues to provide remarkable customer service to all of our customers!Responsibilities

  • Manage, coach, and develop a high-performing team of CS Agents and Social Media CS Agents.
  • Responsible for overall team performance against KPIs.
  • Analyze data, trends and operational support metrics to help develop strategic plans.
  • Partner on cross-functional initiatives throughout the company.
  • Serve as a thought partner for leaders across the organization, ensuring that they're equipped with the tools necessary to manage their business.
  • Execute key initiatives in CS that effect all departments and scale efforts.Requirements
    • Experience managing and developing team members.
    • Experience with social media customer support, either as a manager or as an individual contributor.
    • Outstanding people skills and experience with coaching and personal development,
    • Strong organizational and project management skills.
    • Work experience in customer service management, consulting, tech or startups a plus.
    • Grace under fire, comfortable with ambiguity.
    • Located in Phoenix surrounding area
    • Bachelor's degree or equivalent preferred; 4-5 years of experience in a people management role.At thredUP, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we believe diversity is key. As a diverse and inclusive workplace, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Everyone is welcome - be you.What We Offer- The opportunity to make a massive impact & influence outcomes for our business and customers alongside passionate coworkers- Autonomy. The ability to make, own, and carry out decisions- Competitive salary, equity and full benefits (health/dental/vision insurance & 401k)- Work from anywhere most Tuesdays and Thursdays meeting free (what we call Maker Days)- Flexible PTOAt thredUP, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we believe diversity is key. As a diverse and inclusive workplace, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Everyone is welcome - be you.

Keywords: thredUP, Scottsdale , Customer Support Supervisor, Other , Scottsdale, Arizona

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