Tradesy is a peer-to-peer marketplace for buying and selling luxury fashion, enabling stylish 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, strong values centered around sustainability and equality, and a team culture that truly supports you.

We are currently seeking a hardworking, highly-motivated, detail-oriented Member Care Lead for a remote member care team. You will assist with daily operations, performance management  and customer escalations. As a Member Care Lead you will monitor and review contact channels including phone, email, chat and social media to ensure all channels are staffed properly. Additionally, you will assist Member Care Specialists with any user escalations. 

The Member Care team is a tight-knit, highly motivated group with a do-whatever-it-takes philosophy. You'll also work closely with our trust and community teams to keep Tradesy safe for our buyers and sellers. To be successful in this role you should have strong People and communication skills in addition to being highly organized.  

Success in this role requires you to be a strong leader and a Member Care expert, knowing the Tradesy policies inside and out. You will serve as direct team-level support to the Member Care team. 

This role reports to the Member care Manager. Candidates must be open to work any shifts during the hours of operation, including weekends. The department hours are 7 days a week 6am-9pm PST depending on business needs however you will have a set schedule. 

You will:

• Track your team’s performance, define areas of opportunity or success and provide coaching.
• Assist in maintaining department level SLAs and KPIs.
• Manage team schedules to maximize coverage.
• Handle a low volume of contacts and escalations from Tradesy users.
• Work with multiple departments to continuously improve and debug (QA) Tradesy.com to improve the customer experience.
• Identify pain points w/ MC tools, training, knowledge, and make recommendations to the Member Care Manager.
• Host team building activities in a virtual environment.
• Serve as a domain knowledge expert for Tradesy.com.
• Approve payroll and PTO requests.

You have:

• 2 years experience leading a customer service team. Experience in a remote environment is a huge plus! 
• Strong customer de-escalation skills.
• Excellent communication skills (both written and verbal), follow through and a customer centric attitude is of the utmost importance.
• An entrepreneurial drive demonstrated by ability to thrive in a fast paced environment
• Experience using various CRM platforms (Zendesk), payment processors (stripe) and bug reporting systems (Jira).
• The ability to problem solve independently.
• The ability to spot trends and opportunities for impact amongst team members in a virtual setting.
• The ability to maintain an open, inclusive and transparent team environment. 
• A results oriented approach to problem solving.
• Prior experience with Zendesk a plus!
• Bi-lingual (Spanish) also a huge plus!

What to Expect:

Apply through our website www.tradesy.com or any affiliate job boards and

• You will receive a confirmation email
• If we don't feel you meet the requirements for this position we will send you an email

If we think you meet enough of our criteria, one of our in-house Recruiters will reach out to schedule an introductory call

Compensation/Benefits:

• Competitive salary:
• Commensurate with skill set, experience and the position. What you made at your last job should not dictate your worth. Tradesy is committed to a Basic Living Wage threshold and holds its own $50k Minimum Wage Standard for entry level positions
• True Opportunity for Growth -
• we don’t believe in time served or waiting for your manager to get promoted or leave. Carve out your own path, at your pace - there’s room at the top for all of us
  
• Comprehensive Health Benefits
• Several options for Company Paid Medical, Dental, Prescription Drug and Vision Plans. Tradesy pays 100% of the premiums for individuals - great discounts if you want to add spouse/children/families
  
• Wealth Benefits:
• 401k option and Equity (stock options) because every employee should be an owner
  
• Flexible Paid Time Off  
• We coordinate with each other to make sure work and play find a healthy balance.
  
• Celebrate Diversity Paid Holiday Program
• A combination of set and floating Company Holidays - so you can choose the days most meaningful to you
• Designated Paid time off to serve (Jury Duty) and VOTE as well!
  
• Mentorship opportunities -
• Grow within your field, gain valuable skills and experience in a new one or become a change agent for those around you - all on Company time
  
• Paid Parental Leave -
• For Moms, Dads and everything in between

Additional Perks: