Lead Customer Service Representative

Lead Customer Service Representative

Location: Remote

About the job:

Dsrupt Media is seeking a highly experienced Lead Customer Service Representative to join our dynamic team. This role is perfect for someone with a passion for customer service excellence and a proven track record of managing customer service teams for e-commerce brands.

As a Lead Customer Service Representative at Dsrupt Media (reporting to the Customer Service Manager), you will be a pivotal leader within our organization. Your role will involve managing a team, ensuring the highest levels of customer satisfaction, and implementing strategies that enhance customer service delivery.

Key Responsibilities:

As a Lead Customer Service Representative at Dsrupt Media, you will:

Manage and lead the customer service team to ensure excellent service standards.
Train and develop team members to enhance their skills and ensure consistency in service quality.
Handle complex customer queries and complaints with professionalism and empathy.
Oversee the customer service communication channels to ensure prompt and accurate responses to inquiries.
Analyze customer feedback and collaborate with other departments to improve product and service quality.
Foster a positive team environment that encourages outstanding customer service and teamwork.
Develop customer satisfaction goals and coordinate with the team to meet them consistently.
Serve as the main point of contact for escalations and urgent customer-related issues.
Implement customer service procedures and policies that promote loyalty and retention.

About You:

5+ years of experience in managing customer service for e-commerce brands.
Exceptional English language and writing skills.
Proven leadership skills and the ability to manage teams.
Strong problem-solving and decision-making capabilities.
Excellent interpersonal and communication skills.
Empathy and a customer-oriented attitude.
Experience with CRM software and communication tools like Zendesk, Salesforce, or Gorgias.
Experience with e-commerce platforms such as Shopify.
Experience with third-party e-commerce apps such as Recharge.
Ability to work independently and make decisions under pressure.

About Dsrupt Media:

Dsrupt Media is a fast-paced, growth-oriented company driven by the principles of working hard and producing results. We have a client-facing side where we work with consumer goods brands to help them scale with cutting-edge ad creative, and Dsrupt Brands where we are growing our internal brand. We strive to create meaningful partnerships with world-class brands and products that drive significant impact on people across the United States. Joining Dsrupt Media means playing a crucial role in making the world a better place by providing excellent customer service that supports our innovative products and services.

Core Values:

Be A Force For Good
Loving Service
Small Acts Matter
Authenticity & Truth
Massive Imperfect Action

Why Join Dsrupt Media:

Competitive Salary
Parental Leave
Wellbeing Perks
Flexible Time Off
Professional Development
Community & Culture
Make an Impact
Referral Incentives

Requirements:

To ensure your application is considered, please include the word “loonie” in your subject line so we know you’ve thoroughly reviewed the job description.

Additionally, applicants are required to submit a brief video introducing themselves and articulating why they are an ideal match for this role.

Completion of the provided personality test is also mandatory: Click to view/free-personality-test

Experience in email support with a strong background in customer service principles.

Proficiency in using and navigating Gorgias and Shopify.

Ability to commit long-term and work full-time hours.

Availability to work U.S. business hours, specifically Eastern Time (ET).

We look forward to reviewing your application and considering you for this exciting opportunity at Dsrupt Media!

Note: Only candidates who include the requested information (subject line word, video introduction, and personality test completion) will be considered for this position. Thank you for your understanding and compliance.