Manager Customer Service - Marketplaces

Profile

Corporate:
Leaf Group
Market Operations Team is looking for a
Manager, Customer Service
to help us manage the workflow for a team of support specialists and work closely with the Operations Team to improve the overall Customer Experience from our Santa Monica, CA office. You will be responsible for regularly reporting on and measuring efficiency, meeting KPIs, and ensuring the delivery of quality service to the customer.
This is an exciting opportunity to work across several marketplace brands here at Leaf Group – Society6, Saatchi Art, and Deny Designs.
A big vision calls for a big job. As we grow, our need for a
Manager, Customer Service
grows with us.
Leaf Group is a house of digital brands, creating and cultivating digital-first companies in growing lifestyle categories, including Fitness & Wellness, Art & Design and Publishing. Our media and marketplace brands are authentic and authoritative, reaching a large and growing passionate, creative audience.
We work in a fun, collaborative environment that is diverse, adventurous, and open-minded. We look for proactive, accountable people focused on continuous learning and growth to push themselves and our businesses forward. Check us out
here.
You’ll Report To:
Sr. Director of Marketplace Operations
A typical day as a Manager, Customer Service might include:
Fostering a productive and engaging work environment by providing motivation, support, clearly defined expectations, and guidance to internal and external customer support teams.
Establishing and measuring a high standard for staff productivity through reporting, reviews, regular communication, and taking appropriate corrective action when required.
Closely managing a 3rd party contact center to ensure training, quality, and overall performance align with a world-class customer experience.
Developing and managing a QA program that measures and optimizes the content and functionality of all customer touchpoints.
You will be responsible for budgeting, forecasting and staffing, invoice approvals, and variance reporting,
You will develop, publish and analyze customer service reporting that will allow you to identify trends, improve workflows and processes, properly allocate resources, and maximize efficiency while driving costs down without sacrificing experience and quality.
You will be responsible for the creation and documentation of new and improved call center processes to drive productivity, decrease contact volumes, and ensure quality delivery of service to customers.
Leading team huddles, define the prioritization of tasks, delegate tasks when appropriate, and identify/facilitate ongoing training of team members and new hires.
Serving as a point of escalation for incoming customer inquiries and complaints in a supportive, friendly and helpful manner to avoid further escalation.
Providing support to the Sr. Director of Marketplace Operations with projects and other initiatives as needed.
Liaising with multiple external departments regarding general customer information and feedback to ensure a well – coordinated and streamlined customer service process.
Using high level communication and rapport building skills when interacting with customers and internal/external parties in order to develop relationships.
You’ll be successful if you are a service expert with a proven ability to lead a data-driven and strategic customer service program and team solely focused on satisfaction, process, and productivity.
What You Have:
3 years’ experience developing best-in-class eCommerce customer experience and managing a support team.
Ability to communicate expectations and requirements equally well with business and technology teams, and capacity to write well-reasoned and data-driven proposals.
Experience managing multiple projects and initiatives concurrently.
Strong communication and facilitation skills, including the ability to resolve issues and build consensus among groups of diverse stakeholders.
Expertise in a multitude of softwares including, but not limited to Zendesk, MS Office, G Suite, Tableau, and other eCommerce to
Excellent verbal and written communication.
Not afraid to wear multiple hats - no job being too small or too large.
We're casual and informal but we work hard and work responsibly. Personal accountability goes a long way. We believe we are the change.
What We Have:
eHow is the 2019 & 2020 People's Choice and official Webby Winner for Social Video/How To-DIY
Well Good is the 2019 People's Choice winner of the Webby’s Award for Best Lifestyle Brand
Leaf Group is among TalentDesk’s 2019 Best Companies To Work For
Leaf Group is among the 2019 Built In LA Best Companies To Work For
Leaf Group is among Comparably's 2018 Best Companies in Los Angeles
Well Good is the 2018 winner of Fast Company’s Most Innovative Company Award
MyPlate is the 2018 winner of the Webby Award for Best Design
Winner of the 2017 Best Company for Diversity award Comparably
Competitive compensation and benefits packages (i.e., Medical, Dental, Vision, FSA, 401K)
Discounted gym memberships
Paid-to-play vacation rewards
Discretionary unlimited vacation time
Employee discounts for Saatchi Art, Society6, and Deny Designs
Leaf Group, Ltd. is an equal opportunity employer. Applicants for all job openings are welcome and will be considered without regard to race, color, religion, national origin, sex, age, sexual orientation, physical or mental disability, or any other basis protected by state, federal, or local law. It is the intent of the Company to comply with all applicable federal, state, and local legislation concerning equal opportunity in employment.
Agency Disclosure:
If the Leaf Group Talent Acquisition department, or any current company employee, receives an unsolicited resume from a third party recruiting agency and Leaf Group does not have a signed Agency Agreement active, Leaf Group will not be deemed liable to pay a placement fee. The unsolicited resume will be considered a gift and can be considered for our recruitment efforts.

Company info

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