Escalations Team Lead, Consumer Experience (CX)
Greater LA Area
The Escalations Team Lead at GOAT is a crucial role in our company, serving as the primary contact between buyers, sellers, and GOAT. The ideal candidate has 5+ years experience in customer support and eCommerce. Having a background in sneakers and/or apparel is a plus, but not required. The Escalations Team Lead will have an understanding mobile applications (iOS and Android apps), social media support, and Technology with an eagerness to provide a best-in-class/VIP experience!
In this role you will:
- Lead our VIP; Social Media; BBB and high touch support channels (includes but not limited to: escalation support, troubleshooting, agent productivity/performance)
- Resolves high visibility support issues with the utmost patience and by adhering to company policies
- Provide in-real-time customer support with a positive attitude through email (Zendesk software) as needed
- Troubleshoot basic technical issues related to our mobile apps and website
- Flexibility to support other assignments as they come up
- Report directly to Supervisor, Consumer Experience
We are looking for:
- Passion for sneakers, technology experience and helping others succeed
- A quick learner, a self-starter, able to work independently, 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 customers in a clear and concise manner
- Must be a team player who is able to make independent decisions based on established guidelines
- Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, independent, 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 Group is the world’s largest marketplace for authentic sneakers. Founded in 2015 and based in Los Angeles, California, GOAT is the safest way to buy and sell sneakers. Whether you’re looking to buy rare sneakers, discover new ones, or earn money by listing sneakers you already own, GOAT is your destination. With an authentication service, buyer protection guarantee and great customer service, it’s the safest option in the industry.
GOAT offers the greatest selection of sneakers available through company-operated retail stores, e-commerce sites and mobile apps under the GOAT and Flight Club brands. We are backed by some of the leading names in venture capital including Accel Partners, Andreessen Horowitz, Ashton Kutcher, Guy Oseary, Matrix Partners, NEA, SV Angel, Upfront Ventures and Y Combinator.
Through its innovative technology and service, GOAT Group has changed the landscape of sneaker commerce and has quickly become the world’s most trusted source to discover, buy and sell authentic sneakers
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