Client Experience Manager - Call Center (Remote)

Senreve

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/04/2021
  • Website: senreve.com
  • Company Address: , San Francisco, California

About Senreve

A luxury handbag company for the multifaceted modern woman. Dreamed up in SF, designed in NYC, and made in Italy.

Job Description

At SENREVE, empowerment and inspiration are at the heart of everything we do.  This includes empowering our teams, and we’re looking for a hands-on people leader to help inspire and develop our Client Concierge team.  As a direct-to-consumer brand at the intersection of luxury fashion and technology, we’re redefining what luxury means for a new generation.  We believe exceptional service is about creating positive, memorable experiences, coming through during “moments of truth,” and adding value with a human touch during each and every interaction.  In this role, you’ll help us deliver this vision with consistency and passion.

 

Location: San Francisco, CA, USA or Remote

 

KEY RESPONSIBILITIES

  • Support a remote team of 8 specialists in providing 24/7 assistance via chat and email

  • Oversee training, quality assessments, and coaching within the Client Concierge team

  • Monitor team performance via regular quality audits 

  • Identify opportunities for skill development and support process improvements

  • Assist with HR and operations tasks such as scheduling, payroll, and PTO management

  • Maintain the Client Concierge wiki documenting policies, procedures, and best practices

  • Handle customer escalations and assist with customer phone calls as needed 

  • Assist in managing existing support tools (Zendesk, Intercom, Pathlight) and rolling out new tools as needed

 

SKILLS REQUIRED:

  • Knowledge of call center tools, KPIs, and best practices

  • Ability to lead and inspire teams to meet sales, service, and productivity standards

  • Experience in sales or managing direct sales teams

  • A background in L&D, enablement, or other training/coaching function

  • Strong communication and presentation skills

  • Tech savviness with experience using customer support tools (knowledge of Zendesk, Intercom, Google Suite a plus)

  • Motivated and trustworthy self-starter with high efficiency work style, time management, and accountability

  • Team-oriented; willing to take on responsibilities outside of immediate scope when needed

  • Ability to thrive in an intense, fast-paced, high-growth, and entrepreneurial startup environment

  • Knowledge or interest in fashion (preferably luxury fashion)

 

EDUCATION AND QUALIFICATIONS:

  • College degree preferred

  • At least 2 years of direct supervisory experience in a customer support environment, ideally in hospitality, ecommerce, or fashion industry

ABOUT SENREVE:

SENREVE (www.senreve.com) is a direct-to-consumer luxury handbag brand. SENREVE serves the modern professional woman by combining luxury design and quality with versatility and functionality. Its products are handcrafted in both Florence, Italy, and Cadiz, Spain, at family-owned artisan workshops that create products for leading luxury brands. The company launched in November 2016 and has raised over $23M, with the latest $16.75M Series A round led by Norwest Venture Partners.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.