Team Lead – Client Services
Posted on 3/20/2024
1stDibs

201-500 employees

Online marketplace for vintage, antique, and contemporary design items.
Company Overview
1stDibs stands out as a unique online marketplace that bridges the gap between design enthusiasts and a diverse range of vintage, antique, and contemporary items, including furniture, home décor, art, jewelry, and fashion. The company's competitive advantage lies in its curated collections of unique items, such as Turkish rugs and nature-inspired jewelry, which cater to a wide array of styles and tastes. With its industry leadership in connecting consumers with rare and distinctive products, 1stDibs fosters a culture of appreciation for design and craftsmanship.
Consumer Goods

Company Stage

Series D

Total Funding

$253M

Founded

2000

Headquarters

New York, New York

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-10%

2 year growth

-19%
Locations
Bedford, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Quality Assurance (QA)
Customer Service
CategoriesNew
Customer Success & Support
Customer Experience
Customer Support
Requirements
  • 2+ years of experience in fast-paced customer service, account management, or e-commerce environment
  • Best-in-Class communication skills, both verbal and written, with the ability to convey information in a clear and concise manner.
  • Demonstrated experience auditing and reviewing potential financial losses with an eye for details
  • Able to respond to escalations via phone, chat or email and ensure a positive client experience whilst avoiding further escalation requests.
  • A positive and solution-oriented attitude to influence team, with ability to build followership through role modeling of best practices.
Responsibilities
  • Monitor, support, and ensure performance within 1stDibs channel teams in partnership with the broader CS management team
  • Review and Respond to escalations from the Client Service Specialists, ensuring timely responses whilst ensuring a positive client experience and mitigating unnecessary loss to 1stDibs
  • Train, monitor, and suggest development opportunities for L1 and L2 Client Service Specialists
  • Conduct regular one-on-ones with team, leveraging data and reporting to identify if/where an employee may need further support.
  • Collect and share feedback or development opportunities for 1stDibs offshore partners; supporting the upskilling and development of those teams along with the internal CS employees
  • Serve as first escalation point for client requests, ensuring no further escalation required
  • Perform weekly QA evaluations on the team, grading individuals as well as identifying themes for broad development of the Client Services organization