The Assistant Manager, Client Services role is tasked with supervising and ensuring consistent performance to target across all 1stDibs’ contact channels. The Assistant Manager will be the first escalation point for the Client Services team, responding quickly to guide the case issue to a resolution. The Assistant Manager works closely with the Manager to ensure performance management efforts are maintained, prioritizing consistent support and development for all members of the Client Services team. 

What you’ll do

• 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

What you’ll bring

• 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. 

Nice To Have:

• Luxury goods experience a strong plus
• Bi-lingual in French, Spanish, Italian or German is a plus but not required
• Previous experience conducting 1x1s or performance improvement conversations
• Salesforce Experience