Customer Support Manager
Company Background:
Gilt Groupe provides invitation-only access to high-end fashion and luxury brands at highly discounted prices. The company currently works with a roster of nearly 400 up-and-coming and established brands in the women's, men's, children's, beauty, and home fashion categories.
Gilt Groupe was founded by an experienced team with proven track records at successful luxury fashion companies. Gilt Groupe is a fully funded company and is currently based in the vibrant Chelsea neighborhood in New York City.
Description:
Reporting to the Director of Customer Support, the Customer Support Manager is responsible for managing performance within the customer contact center. The role will support the goal of providing Gilt Groupe customers with a world-class experience. In particular, the manager assesses and recommends improvements in long-term operational solutions, analyzes operational performance and develops creative initiatives to improve the customer experience. The candidate must have experience managing, organizing and evaluating large teams. The candidate must possess excellent communication skills, and be comfortable presenting to all levels of executives. Critical and creative thinking are essential. The ideal candidate will also have experience in an operations environment. Must have a flexible schedule and be willing to work varied hours and days. This position is based out of our warehouse location at the Brooklyn Navy Yard.
Responsibilities (include, but not limited to):
• Monitor service levels and contact center volumes to make recommendations for real-time queue management
• Responsible for escalating and tracking contact center-impacting events such as system outages, access issues and volume changes
• Interfaces with multiple groups (IT, Technology, Customer Support, Planning) to ensure contact center meets daily and interval goals
Requirements:
• A strong academic record and 5+ years of experience in an operations environment
• Excellent understanding of statistical measures and ability to retrieve and analyze information from various statistical and operational systems
• Ability to manage multiple tasks concurrently, including complex projects
• Experience managing and leading high-performing teams
Additional Qualifications, Skills & Knowledge:
• Ability to effectively communicate to all levels of the organization
• Strong communication skills (oral, written, and numerical)
• Strong working knowledge of MS Suite (Excel, Access, Word)
• Self-motivated and self-directed, with a positive attitude
• Experience in a customer-driven environment
• Accepts responsibility, accountability and takes pride in work
If interested, please send your resume to careers@gilt.com