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1stdibs // online marketplace for beautiful things
 
Denver, CO    Posted: Thursday, April 08, 2021
 
   
 
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JOB DETAILS
 

1stDibs is seeking a Client Service Manager for our Concierge Support Team in our Denver office.  Our Concierge Support teams are tasked with assisting consumers, Trade clients, & dealers with a variety of questions & concerns in an efficient & timely manner via email, chat & phone. The team is continually making improvements & taking on new projects, & were looking for self-starters who will help us to tackle these challenges & stay on top of the competition. Reporting directly into the Director of Client Experience, this individual will help define & deliver a service experience that matches the 1stDibs brand promise.

Do you have experience & a passion for growing & nurturing a large team? Do you strive to say it with data, by using intelligent metrics to measure & track service & inform decisions?  Do you have experience within an e-commerce and/or fast-paced digital company? If so, the Manager of Concierge Support is the role for you! You will get to join a growing, fast-paced & engaged team, & will be instrumental in shaping how1stDibs delivers luxury service.

The Concierge Support team is an evolving function within our fast growing company, so a hands-on approach, as well as comfort with ambiguity & change is required. Its crucial for the person to be a dedicated leader, coach, & advocate for their team.

The starting yearly salary is $72,000. Medical, Dental, Vision, & other ancillary benefits will be provided in accordance with plan documents." 

What you'll do

  • Coach, mentor & develop 10-15 Customer Experience Representatives to foster a culture of inclusion & commitment to personal & professional growth
  • Ensure team Service Level Agreements (SLAs) are consistently being achieved & escalate any roadblocks
  • Help refocus the Support teams communication strategy to be more growth-focused
  • Identify & develop recurring training opportunities & incorporate results of learnings into regular performance reviews
  • Assist in refining both qualitative & quantitative team metrics
  • Participate in weekly planning/strategy meetings with internal stakeholders
  • Help with strategic planning & future OKRs for the support function

What youll bring

  • 3+ years experience in a customer service or sales support within a consumer company/e-commerce environment
  • 3+ years of management experience
  • Analytically strong, with experience using G Suite, Salesforce & other tools to analyze, run & report on team performance
  • Willingness to work weekends, occasional holidays, & outside of standard business hours. The work schedule will be Sunday - Thursday, 9am-6pm & may shift due to business needs.
  • Excellent written & verbal communication skills; proven ability to establish relationships with direct reports, peers, executives & clients
  • Proven experience demonstrating & implementing technology solutions to optimize team performance; deep familiarity with Salesforce
  • Outstanding organizational, planning & problem-solving skills with the ability to prioritize multiple issues & produce solutions
  • Excellent interpersonal skills - You establish trust & effective working relationships with internal & external stakeholders

 

1stDibs is the worlds largest online luxury marketplace for rare & desirable objects. It has become the go-to source for the world's leading interior designers & consumers to find antiques, furniture, jewelry, vintage fashion & fine art.

Backed by Benchmark Capital, Insight Venture Partners, Index Ventures, Spark Capital & Alibaba, 1stDibs is a unique blend of expert curators & seasoned Internet executives from companies including eBay, Gilt, Google, FreshDirect, Mlb.com, Shutterfly, & Twitter.

1stDibs is an equal opportunity employer. We celebrate diversity & we are committed to creating an inclusive environment for all employees.

1stDibs is actively hiring and, in response to COVID-19, conducting all interviews & onboarding virtually. Any new or current team members will be temporarily working remotely until our offices reopen, at which point all employees are expected & required to return physically to the Denver office.

For additional information about location requirements, please discuss with the hiring team following submission of your application.

 
 
 
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