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in Costa Mesa, CA

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Hours Full-time, Part-time
Location Costa Mesa, CA
Costa Mesa, California

About this job

Brand ID is a global apparel trim and UPC supplier with the goal of creating a seamless process for trim design, development and delivery. We design everything with our customers in mind and have created an ordering, manufacturing and distribution system that offers them complete control. We work with over 500 brands around the globe to supply more than 10,000 apparel manufacturers in over 100 countries. Brand ID is the trim company for the modern brand. www.brandid.com

We have an opening for an outstanding Customer Care Team Lead. The position will work from our Costa Mesa office, in an energy-filled environment, with a motivated team that is getting results and having fun. This role will be a key asset in the future growth of the company. The positions reports to the Customer Support Manager.


This role will work as an integral part of the Brand ID US support team to provide support either directly to our business customers or with internal sales teams. It includes providing feedback to Tier 1’s, Tier 2’s and Tier 3’s highlighting opportunities and recognizing good behavior and work habits.

Candidates must be able to demonstrate customer empathy and be passionate about helping customers and resolving issues for both internal and external customers. Excellent communication skills (grammar and spelling) also required. This role requires the ability to explain business initiatives and goals in layman's terms.

Responsibilities
  • Supervise and develop a best-in-class, customer-centric small US support team
  • Actively monitor and manage Tier 1 ,2 and 3 team members, for our existing support channels of email and phone (chat to come)
  • Coach and provide continuous training to your team · Analyze and communicate performance metrics to measure success at the group and individual levels
  • Successfully deescalate escalated cases/calls and expedite resolution
  • Collaborate effectively across Sales/Development/Production/Warehouse teams
  • Create proactive solutions to streamline common requests and to improve support processes
  • Optimize Support Tools such as rules, automations, process, knowledge base, and collecting customer feedback
Skills and Experience
  • Deep commitment to customer satisfaction and strong desire to contribute to company growth
  • Ability to learn, adapt and thrive quickly in a dynamic environment
  • Able to think outside the box to question current processes and propose solutions/improvements
  • Strong organizational and deep analytical skills
  • Superior attention to detail and problem solving abilities
  • Master multi-tasking skills
  • Be innovative and think creatively
  • 5+ years successful experience in building and leading high performing customer support teams
  • Excellent written and verbal communication skills.
  • BA/BS minimum required
  • Salesforce Service Console experience required
  • Salesforce Omni Channel experience desired
Bonus
  • Apparel or Textile industry experience
  • Verbal and written Spanish language capability
  • MAC OS experience