Associate Director, Customer Service

The RealReal - Brisbane, CA2.9

Full-timeEstimated: $83,000 - $110,000 a year
The RealReal is leading the way in authenticated luxury consignment, online and in real life at our brick and mortar locations. Founded in 2011, we’re growing fast and fundamentally changing the way people buy and sell luxury — a multi-billion dollar industry. With a team of in-house experts who inspect every item we sell, our commitment to authenticity sets us apart and creates a foundation of trust with shoppers and consignors. Our mission to extend the lifecycle of luxury items is leading innovation in sustainable fashion. We’re proud to promote the circular economy and to be the first luxury member of the Ellen MacArthur Foundation’s prestigious CE100 USA.

Employees at The RealReal are dedicated, collaborative and innovative, and we’re looking for exceptional talent to join our team. Build your career with us and enjoy 401K matching, health, dental and vision insurance, commuter flex spending, healthcare flex spending, generous PTO, a mother’s room, flexible work hours and Friday bagels!

As Associate Director of Customer Service, you will be leading process changes necessary to constantly improve the level of customer experience and satisfaction. This also includes managing the team providing front-line support to the tens of thousands of customers who are shopping on our website each day, and who deserve a level of service consistent with the high quality of the merchandise they are purchasing.

You will be directly managing two managers based in our Customer Service Call Centers in Brisbane, CA and Secaucus NJ, along with overseeing our entire growing Customer Service Department of 30+ agents. The position reports to the Sr. Director of Client Services.

Partner with Sr. Director of Clients Services to develop and execute vision to scale Customer Service team through increased efficiencies, automation, and hiring
Take a lead in the scaling/management of our remote overseas customers service team
Build relationships with other company functions (marketing, merchandising, sales, technology, operations and finance), to stay abreast with business changes, to manage those changes that may impact the customer experience, and communicate any changes to the rest of the department
Become a subject matter expert in the TRR customer experience, particularly all the fine details of systems and processes that have an impact on that experience from both a customer and consignor perspective
Track and manage the team performance against metrics and company goals for client satisfaction, team productivity, and budget
Identify key trends with customer related inquiries and general client pain points, quantify impact, and make recommendations for initiatives to improve overall customer experience
Develop and provide initial and ongoing training for management and team members, including systems, processes, and soft skills
When necessary, manage extremely escalated or VIP customer complaints via phone and email
Recommend process and systems changes that will improve team performance, efficiencies, and overall customer experience
Develop written and spoken “voice” of client communication and ensure consistency across all customer service touchpoints

Bachelor’s degree or equivalent work experience in client services
7+ years of progressively responsible management experience with demonstrated ability to lead a service-centric operation in a rapidly growing company.
Direct experience managing customer service department (experience scaling a Customer Service organization is a plus)
A proven track record of successfully building, leading, and motivating high-‐performing teams which delight luxury customers
E-commerce experience highly desirable
Experience in luxury goods is highly preferred
Knowledge of luxury fashion a plus
Retail experience a plus
Experience handling package shipping issues a plus
Superior quantitative and problem solving skills
Ability to make fair and objective discretionary financial decisions when resolving transactional issues impacting our customers and consignors
Experience using Zendesk and ACD (Automatic Call Distribution) systems a plus
Strong knowledge of Microsoft Office, specifically Excel—ability to create and edit spreadsheets a must