Lead Customer Service Representative

Lead Customer Service Representative

Location: Remote

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The Opportunity:

Dsrupt Media is seeking a highly experienced Lead Customer Service Representative to join our dynamic team. This role is perfect for someone with a passion for customer service excellence and a proven track record of managing customer service teams for e-commerce brands.

As a Lead Customer Service Representative at Dsrupt Media (reporting to the Customer Service Manager), you will be a pivotal leader within our organization. Your role will involve managing a team, ensuring the highest levels of customer satisfaction, and implementing strategies that enhance customer service delivery.

Responsibilities:

As a Lead Customer Service Representative at Dsrupt Media, you will:

- Manage and lead the customer service team to ensure excellent service standards.
- Train and develop teaUpgrade to see actual infombers to enhance their skills and ensure consistency in service quality.
- Handle complex customer queries and complaints with professionalism and empathy.
- Oversee the customer service communication channels to ensure prompt and accurate responses to inquiries.
- Analyze customer feedback and collaborate with other departments to improve product and service quality.
- Foster a positive team environment that encourages outstanding customer service and teamwork.
- Develop customer satisfaction goals and coordinate with the team to meet them on a consistent basis.
- Serve as the main point of contact for escalations and urgent customer-related issues.
- Implement customer service procedures and policies that promote loyalty and retention.

About You:

- 5+ years of experience in managing customer service for e-commerce brands.
- Exceptional English language and writing skills.
- Proven leadership skills and the ability to manage teams.
- Strong problem-solving and decision-making capabilities.
- Excellent interpersonal and communication skills.
- Empathy and a customer-oriented attitude.
- Experience with CRM software and communication tools like Zendesk, Salesforce, or Gorgias.
- Experience with e-commerce platforms such as Shopify.
- Experience with third-party e-commerce apps such as Recharge.
- Ability to work independently and make decisions under pressure.

About Dsrupt Media:

Dsrupt Media is a fast-paced, growth-oriented company driven by the principles of working hard and producing results. We have a client-facing side where we work with consumer goods brands to help them scale with cutting-edge ad creative, and Dsrupt Brands where we are growing our internal brand. We strive to create meaningful partnerships with world-class brands and products that drive significant impact to people across the United States. Joining Dsrupt Media means playing a crucial role in making the world a better place by providing excellent customer service that supports our innovative products and services.

Core Values:

- Be A Force For Good
- Loving Service
- Small Acts Matter
- Authenticity & Truth
- Massive Imperfect Action

Why Join Dsrupt Media:

- Competitive Salary
- Parental Leave
- Wellbeing Perks
- Flexible Time Off
- Professional Development
- Community & Culture
- Make an Impact
- Referral Incentives

Apply today to become a leader in our organization, helping to drive customer satisfaction and brand success at Dsrupt Media!