CX Quality Specialist

| Greater LA Area
The CX Quality Specialist at GOAT is a crucial role for our customer experience team that will support the customer by grading and delivering feedback to our customer experience agents, offering training and learning opportunities on the Quality Assurance Program for our team and discovering new opportunities to offer best in class customer experiences. The ideal candidate has 3+ years experience in customer support and eCommerce and is familiar with what it takes to create consistently delightful experiences. Having a background in sneakers and/or apparel is a plus, but not required. The Quality Assurance Specialist will have an understanding of customer support best practices and is committed to improving the quality assurance process for the team by being an advocate for the customer. 

In this role you will:

  • Assess and score a randomized set of tickets for all channels (currently email, other channels in future state) and initiate feedback directly to agents and team leads.
  • Participate in weekly calibration meetings to align as a team, to ideate and innovate, and to use data to drive change for the team. 
  • Support our agents by owning a weekly opportunity to revisit the scorecard guidelines and to retrain agents to the QA guidelines if necessary.
  • Partnering with Team Leads and Supervisors to support agent coaching by delivering Quality Assurance scores to each lead, supporting agent development.
  • Flexibility to support other assignments as they come up within the team.
  • Report directly to Quality Assurance Supervisor. 

We are looking for:

  • Passion for sneakers, technology experience and helping others succeed
  • A quick learner, a self-starter, able to work autonomously, and you're willing (and able) to handle the pressures of an increasing level of responsibility
  • Excellent written and verbal communication skills; able to interact with team members in a clear and concise manner
  • Must be a team player who is able to make self-directed judgments based on established guidelines
  • Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, autonomous, multifaceted environment
  • Highly organized with demonstrated attention to detail
  • Ability to recognize current trends within the industry and suggest ways to improve the overall consumer experience
  • Must be available and willing to work extended hours including weekends, Holidays, or crunch times as needed, to meet the needs of the business

GOAT is the global platform for the greatest products from the past, present and future. Since its founding in 2015, GOAT has become the leading and most trusted sneaker marketplace in the world. Through its unique positioning between the primary and resale markets, the company offers styles across various time periods on its digital platforms and in its retail locations, while delivering products to over 30 million members across 170 countries.
The company is backed by strategic investor Foot Locker, Inc. as well as some of the leading names in venture capital including D1 Capital Partners, Accel, Andreessen Horowitz, Index Ventures, Matrix Partners, Upfront Ventures, Webb Investment Network and Y Combinator.
GOAT Group will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, if applicable. If you are a California resident, please review our California Privacy Rights Notice for Job Applicants.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • MemcachedDatabases
    • PostgreSQLDatabases
    • RedisDatabases

Location

Culver City, CA 90232

What are GOAT Group Perks + Benefits

Culture
Volunteer in local community
GOAT Group participates in Tech Gives Back.
Partners with Nonprofits
GOAT Group partners with Non Profits such as Shoes That Fit and The Midnight Mission.
Friends outside of work
Eat lunch together
Daily stand up
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
GOAT Group employees can contribute up to $2,750 for Medical FSA, $5,000 for Dependent FSA, and $270 per month for commuter (parking and transit).
Disability Insurance
Disability insurance covers 60% of annual salary up to $10,000 monthly maximum payout.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary with a maximum of $250,000.
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 48 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
GOAT Group offers pre-tax commuter benefits for all employees and will provide an employer contribution to employees at our corporate office in exchange to not receive a parking permit.
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
GOAT Group offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
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