Tradesy is a peer-to-peer marketplace for buying and selling luxury fashion, enabling savvy customers to unlock the value in their closet to access affordable luxury. Our mission is to make fashion resale as simple, safe and stylish as retail- at scale. We have millions of passionate members, a product that people love, and an office with an ocean view in sunny Santa Monica, California.

Tradesy is seeking an exceptionally talented Customer Support Lead. Success in this role requires the ability to creating a training program that prepares new Rep to succeed in their role, as well as ongoing courses for current Reps.  You will lead by example and exercise discretion when taking escalated “SUP” calls and ensure all Reps are being productive. You will also be the Member Care point of contact for reporting bugs on the Tradesy site.

This role reports to the Manager, Member Care

You Will:

• Onboard and train all new Member Care Representatives
• Create a scalable training program for new and current Member Care Representatives
• Work with the Member Care Managers to identify training opportunities for the team
• Coordinate the lunch schedule for the team
• Act as a point of contact for all representatives to ensure they are on the path to success
• Manage the internal knowledge base, ensuring it is always up to date, add new content, and ensuring the team is aware of all changes

You Have:

• 2+ years of customer service experience
• Experience supervising a team
• Comfortable and experienced using CMS, payment processors and bug reporting systems
• Clear and concise verbal and written communication skills, technical writing a plus
• Handled escalated customer contacts
• Capable of on-the-spot problem solving and adapting in a flexible work environment
• Works well with a team

Compensation:

• Competitive salary, commensurate with experience
• Stock options
• Comprehensive benefits (Medical, Dental, Vision, 401k)
• Flexible Paid Time Off

Additional Perks:

• Daily catered lunches
• Dog friendly office
• Tight knit team