Senior Customer Care Manager- Remote

WHO WE ARE:

Founded in 2011 by Amy Jain and Daniella Yacobovsky Fiala, BaubleBar has quickly become an industry leader in the accessories space. Taking their motto of "Embellish Every Day" quite literally, the brand has consistently aimed and succeeded at ensuring every customer can express themselves with ease.

While the company got its start creating fashion jewelry, they knew that their cheerful and unique vision could go so much further. Since then, BaubleBar's assortment has expanded to include fine jewelry, hair and tech accessories, as well as home décor.

In addition, BaubleBar has launched major partnerships with some of the most recognizable brands in the world, including Disney, the NBA, and the NFL.

The brand is available on BaubleBar.com and in over 300 premier retailers globally, including Nordstrom, Bloomingdale's, Neiman Marcus, ULTA, Harvey Nichols, and Revolve. BaubleBar's exclusive line at Target, SUGARFIX by BaubleBar, is found at every Target location across the U.S.

WHAT WE'RE LOOKING FOR:

BaubleBar seeks a dynamic and self-starting Senior Manager to lead our Customer Care team. In this role, you will be responsible for overseeing a team of dedicated professionals who provide exceptional support to our customers. As a seasoned leader, you will play a pivotal role in creating a positive team culture, implementing effective training programs, and driving the overall success of our customer support function. Strong leadership, data analytics, and exceptional written skills are critical for excelling in this position.

WHAT WE WANT YOU TO DO:

• Forecast future staffing needs and schedule accordingly (including evenings, weekends and Holidays)
• Customer Care hours include weekends and holidays; Sr. Manager should expect to work occasional weekends
• Demonstrate substantial project and time management skills to move between multiple concurrent projects efficiently
• Monitor, listen and respond to customer inquiries while maintaining the appropriate tone of voice across all touchpoints
• Advanced analytical skills; must be able to work through complex issues with a methodical approach; analyzing, distilling and communicating relevant aspects
• Track KPI performance in real-time and drive weekly/monthly performance one-on-ones with the Customer Care team
• Interview, hire, train, coach, develop, coordinate, and evaluate behavioral expectations; lead on cross-functional projects and problem resolution
• Track, analyze, and recommend improvements to the customer journey
• Take part in returns process management and report on-going trends
• Order Management—constant communication with the warehouse team, ensuring that orders are being shipped out quickly and correctly
• Ensure quality customer service outreach is consistent across all platforms and provide audiences with appropriate and informative information in a timely manner
• Ensure effective cross-team collaboration with internal units such as Product Management, Marketing, Sales, and OPS departments
• Own, update, and improve the SOPs and processes for the customer service teams as circumstances evolve and trends are observed

WHAT WE WANT TO SEE:

• 4+ years' experience in customer service, e-commerce operations is required
• Strong leadership personality with a proven track record of managing support teams
• Goal-oriented team player who is driven and motivated by our purpose to become a best-in-class customer support organization
• You love accessories, of course! Everyone at BaubleBar is passionate about what we do and the incredible products we sell
• Balanced, team-oriented personality with a positive 'can-do' attitude
• Proficient in using customer service software, CRM systems, and other relevant tools. Shopify, NetSuite and "Kustomer" experience is highly desired
• Ability to present your own views and ideas and implement them in a structured manner
• Project Management experience a plus
• Customer orientation and strong communication and presentation skills