Customer Success Supervisor

We're recruiting a full-time Customer Success Supervisor to ensure that all Rough Trade US eCommerce customers get a superb quality of service. The role is based out of our Warehouse in Brooklyn, New York.

The ideal candidate will thrive in a fast-paced, customer orientated environment, as our eCommerce business is growing rapidly, so we're looking for people that can grow with the business and help establish Rough Trade as the Number 1 place to buy records, online. You will report to the Warehouse & Fulfilment manager.

Role Responsibilities:

1. Manage digital tools to delivery an excellent customer experience online. We use Intercom for customer messaging and help centre & Aircall for phone triage.
2. React to trends of communication to update and adapt our help-centre and other online assets to ensure the right messaging for customers.
3. Work with your colleagues in the Fulfilment team to deal with issues related to orders and expedite where necessary.
4. Perform quality control checks and react to feedback.
5. Listen for feedback about website experience and provide this in a manageable way to developers and eCommerce team.
6. Review and adjust our packaging inventory & guidelines to ensure customers receive a first class unboxing experience.
7. Managing the shipping process to ensure the right carriers and services are used to maximise customer satisfaction and margin.
8. Maximise the use of online tools & services to make the workload easier to manage & evangelise the use of technology to colleagues. We use Intercom for customer service, google suite for business tools, ERPLY for inventory management & a bespoke CMS.

Preferred Skills & Experience:

1. Excellent attention to detail.
2. 3 years+ Experience in a customer facing role.
3. Positive team leader.
4. Passionate about delivering an excellent level of customer service - ideally with a passion for Music.
5. High level of digital skills & experience - someone that has used Social Media, CRM and/or chat functions to manage direct consumer feedback.

The standard hours of work will be an 8 hour shift between 8am - 6pm. The role is paid salary with opportunities for you to earn over-time based on peaks in demand. It is important that the fulfilment team is flexible to cover peaks in demand.

Salary & Start Date:

Salary is dependent on experience / start date, ASAP.

NO AGENCIES PLEASE.