Job Description

OVERVIEW

Reporting to the Associate Customer Service Manager, the Customer Service Lead will lead a team that focuses on providing an excellent experience to every customer, every time.

RESPONSIBILITIES  

• Provide leadership and guidance for the Customer Service Team
• Set clear objectives for Senior Customer Service Representatives and manage their quantitative and qualitative performance
• Monitor real-time workload and queues/backlog across all channels; work closely with the customer service manager to reallocate resources according to queues
• Act as point of escalation for customer complaint and IT related support resolution
• Identify individual Senior Customer Service Representatives training needs, train/coach Senior Customer Service Representatives and coordinate with CS manager for continuous education
• Drive & coach selling through service & offering styling advice to achieve sales targets
• Manage team attendance and report any discrepancies to CS Manager
• Lead continuous improvement efforts with team to ensure high level of service
• Work closely with other CS Leads to ensure consistency of training and process 

QUALIFICATIONS

• Proven experience managing a team in a customer service leadership role, preferably in a retail or e-commerce environment
• Excellent communication and interpersonal skills, with the ability to build rapport and connect with customers
• Strong problem-solving and conflict resolution skills to effectively handle customer concerns
• Proficiency in CRM systems and customer service software
• Passion for the Alo Yoga brand and commitment to delivering exceptional customer experiences
• Ability to work effectively in a fast-paced environment and meet performance targets
• Ability to work varying shifts from 6am PST to 7pm PST, including holidays and weekends