CX Team Lead

About Us:

Rent the Runway (RTR) is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel and accessories from hundreds of brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times.

Job Description

As a Team Lead at Rent the Runway, you will be responsible for leading a team that delivers exceptional customer experiences. Your primary focus will be motivating and managing a team of ~15 highly motivated and enthusiastic Customer Experience Associates, providing coaching and mentorship to exceed our service level goals. You will also be an expert on our internal systems, processes, and technology and actively assist associates to ensure timely resolution and consistency for customers. You should be comfortable on the frontlines with customers (phone, email, live chat) as well as working with leadership to escalate and resolve issues.

This is a great role for a leader who can motivate others to reach team and individual goals. We’re looking for enthusiastic, confident leaders with strong interpersonal skills and a strong work ethic. In order to succeed in this role, your team needs to be successful as well.

What You'll Do:

• Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback
• Start your shift each day with your team, setting the expectations for the day and any updates
• Partner with other Team Leads to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with daily & weekly recaps
• Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met
• Problem solve real-time, pivoting based on business and customer needs
• Maintain a pulse on ongoing learning opportunities, quality & efficiency metrics, and knowledge gaps on your team to ensure adequate performance of all associates
• Take part in the interview process for potential candidates
• Assist offshore partners with resolving customer issues when necessary
• Take on additional responsibilities, projects, and OKRs as outlined by senior leadership

Who You Are:

• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
• You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
• You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction.
• You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.

What you need:

• 5+ years in a customer-centric role
• 2+ years of management experience
• BA/BS degree preferred
• Experience tracking metrics and working with data to drive results
• You approach work with a collaborative mindset and drive to help others succeed
• You have a proven track record of developing employees in a fast-paced, high-growth, preferably in a retail environment
• You are passionate about building the brand through incredible customer experiences

This role is remote eligible in the following states:

New York

New Jersey

California

Washington

Massachusetts

Colorado

Pennsylvania

Oregon

Texas

Illinois

Arizona

Virginia

Florida

Tennessee

Kansas

Rent the Runway is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, gender identity, age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed service member status or any other status protected by federal, state or local law.

_________

The anticipated base salary for this position is $56,000 to $70,000. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held.