Customer Care Supervisor
About Ruggable:
Ruggable is a Los Angeles-based, venture-backed, rapidly growing e-commerce startup that is disrupting the $7B rug industry and revolutionizing the market for residential rugs. Our patented 2-Piece Rug System allows you to remove the top layer of your rug and wash it in your home washing machine, offering an affordable, stylish and convenient solution for young families, pet owners, and busy individuals. We're a small, entrepreneurial team with big ambitions. We have a strong brand, established traction, and amazing advisors fueling our steady growth. This is an opportunity to get in at the ground floor and solve for complex challenges, while charting your own career.
Job Summary:
The Customer Care Supervisor will be responsible for the day to day oversight of the Customer Care Team which is responsible for providing support and service to all our customers. This Supervisor will be responsible for the overall growth and performance of their Customer Care Team Leads and the broader team while ensuring that we maintain and optimize the various channels and platforms that we connect with customers on. This is a great role for a data-driven leader that has an eye for high-impact customer experiences and exceptional leadership skills.
What You’ll Do:
- Develop and execute on team deployment strategy to meet target SLAs
- Actively manage and oversee requests across all customer channels (phone, social, e-mail, etc.)
- Schedule and allocate teams across channels based on actual demand
- Lead hiring efforts (screening and interviewing) to staff team needs based on forecasted ticket demand
- Develop and implement performance management initiatives
- Manage escalations raised by Team Leads and respond directly to customer questions/complaints/etc.
- Foster a culture of professionalism, creativity, ownership, and customer advocacy
- Conduct Team Lead performance management reviews
- Keep all platforms and applications up to date when there are team changes
- Periodically evaluate the fit and benefit of currently used tools, applications, and platforms
- Support pilots of new tools, applications, and platforms
- Collaborate with other functions (Tech, Ops, Product, etc.) to stay up to date with customer service policies, product knowledge, ops procedures and inform future changes to policies/procedures
- Develop and implement strategies to improve for internal practices and processes and build the knowledgebase of policies, procedures, and best practices
- Use customer data to drive improvements throughout usage of existing and new tools, policies, and procedures
What You’ll Need to Have:
Required:
- Excellent written and verbal communication – especially in customer-facing engagement
- Prior experience with managing a team
- Impeccable attention to detail
- Scrappiness and resourcefulness, so you’re not afraid to get your hands dirty and tackle problems
- Leadership that drives the best out of others and establishes credibility as a trusted partner and doer
- Experience with ZenDesk
- Experience with multi-channel customer support (i.e., email, phone, chat)
Preferred:
- Experience with CPG/Retail
- Experience in a fast-growing organization
- Experience with implementation of digital tools for customer service (e.g., returns & exchanges platform, live phone answering system)
At Ruggable, we offer competitive compensation and benefits packages. Ruggable is an Equal Employment Opportunity employer. We proudly recruit and hire a diverse workforce and are committed to creating an inclusive environment for all employees.
If you are based in California, we encourage you to read this important information for California residents linked here.
To all recruitment agencies: Ruggable does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Ruggable employees or any other company destination. Ruggable is not responsible for any fees related to unsolicited resumes.
