Join Archive in our mission to change consumer behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. We’re starting with fashion and expanding from there.
Archive is the leading technology platform for branded resale. The company works with more than 50 global brands including The North Face, Diane von Furstenberg and New Balance, to develop innovative resale programs that keep products out of landfill.
The Customer Experience Lead is the first point of contact for customers with questions or issues and must be able to rise to the problem and expeditiously solve every customer question or complaint. The ideal candidate must be passionate about rising to the challenge of making every customer interaction with the company a fabulous experience.
Reporting to the Head of Customer Experience, the Customer Experience Lead is the first point of contact for global team of customer support agents. The Lead must be able to lead a team of agents, support them with questions or issues that arise, and expeditiously solve customer inquiries. The ideal candidate must be passionate about creating a great customer experience for both buyers and sellers, while also having an engrained ability to support and lead team members in making every customer interaction with Archive a fabulous experience.
This role is 100% remote and all eligible candidates must have the ability to work from home. We also have an office in New York City that you are welcome to work out of.
\n- Manage customer experience agents, including daily or weekly touch bases with team member located in North America and overseas
- Oversee the day-to-day operations of the CX agents
- Troubleshoot and guide team members through any questions or concerns
- Review customer interactions for quality assurance and agent performance
- Identify team needs, particularly as ticket volume increases are expected, and communicating needs to CX managers
- Review and hiring new agents, as necessary
- Onboard and train new agents
- Manage our email queue and assign tickets to contractors daily
- Respond quickly to escalated customer issues
- Assist with ticket volume and overflow as needed
- When necessary, communicate with brand partners to resolve issues
- Document problems and resolutions and escalate appropriately
- Follow up with customers to ensure that problems have been addressed successfully
- Partner with internal teams to solve larger customer related issues
- Keep current with product knowledge and new brands
- Document problems and resolutions and escalate appropriately
- Report issues and trends to CX managers
- Strong customer service skills, positive attitude, excellent problem-solving, communication, and organizational skills
- Prior experience managing a team
- Prior experience working with customers – what we do revolves around the customer!
- Prior experience working in Zendesk, or an equivalent CRM software
- Basic knowledge of ecommerce retail
- Customer-facing experience desired (retail, hospitality, online support, etc.)
- Ability to communicate effectively with non-technical staff and customers
- Knowledge of Microsoft Office suite
- Ability to think critically, troubleshoot and solve complex problems in a fast-paced, changing environment
- Ability to work remotely with little supervision while still completing daily tasks
- Willingness to work on a flexible schedule, across various time-zones, when needed
Archive is a Series A startup backed by top-tier investors including Lightspeed and Bain Capital. We’re a fast growing team, working with over 50 brands including The North Face and New Balance. The founders, Emily and Ryan, bring a mix of business and technology experience including 2 startups and a successful exit.
We are honored to be named Fast Company's #2 Most Innovative Company in Retail in 2024.
The team is currently remote-first with a hub office in NY and optional in-person work for those located in the area. We have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job.
We consider applicants of all backgrounds. If you are excited about what we’re building but don't meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates outside of the US at this time.
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