Customer Service Manager

Birdy Grey - Los Angeles, CA

Full-time$50,000 - $60,000 a year
EducationSkills

About Birdy Grey

Birdy Grey is a direct-to-consumer bridesmaid dress startup offering millennial women chic, affordable bridesmaid dresses under $100. We are here to help brides & tribes find the perfect bridesmaid dresses that pop in pictures, at prices that make everyone happy.

Job Summary

Our Customer Service Manager will build and lead the customer service team at our rapidly growing startup. This leader will drive a high-touch customer service strategy, which can efficiently handle increasing volume at outstanding customer service levels. Your team will be responsible for delighting our customers through friendly and thorough responses to their questions and concerns. This role is critical for positive customer reviews and word-of-mouth virality, which is a key driver of overall company growth. Working closely with the CEO / Founder, you will train and manage our team to bring the Birdy Grey customer experience to life.

Responsibilities

  • Leading by example – conducting and overseeing daily customer service activities including:
  • Answer customer questions and troubleshoot throughout their purchase journey (e.g, sizing, styles, colors, shipping, order delivery, returns, refunds, etc etc)
  • Communicate with customers via phone, email, social media and chaUpdate customers on delivery dates and changes to their order status as needed
  • Represent the Birdy Grey team in a friendly, knowledgeable and helpful way
  • Treat customers with enthusiasm and empathy
  • Becoming an expert on our products and fulfillment system
  • Delivering accurate and timely product information to support team and customers
  • Hiring and developing talent through goal setting, regular feedback and performance evaluations
  • Maintaining consistent policies and communications
  • Ensuring high quality interactions between team and customers
  • Leading by example and inspiring team to deliver an outstanding level of customer support
  • Supervising bridal stylist(s)

Ideal candidate
You are excited to work at an entrepreneurial female-focused fashion startup. You are passionate about e-commerce and learning about the digital landscape. You are energetic, detail oriented, and fast on your feet. You love interacting with people and helping troubleshoot a variety of issues. Not afraid to roll up your sleeves and help team out with projects as the arise. You love mentoring and coaching others and can provide constructive and frequent feedback.

Requirements

  • Must have 3-5 years of Customer Service experience in fashion e-commerce, preferably in wedding or bridal industry
  • Must have experience managing a team
  • Must have experience with Shopify and knowledge of WMS platforms
  • Strong computer and social media skills
  • College degree required
  • Excellent conversational skills to build rapport with customers
  • Fluent in English
  • Can communicate effectively and quickly
  • Personable and friendly
  • Entrepreneurial spirit with a startup mentality

Position Details

  • Starts with 30 day trial period which would transition to full time role if good fit
  • Located in Los Angeles, CA

Next steps for Interested candidates: Submit your resume with a cover email

Job Type: Full-time

Salary: $50,000.00 to $60,000.00 /year

Experience:

  • Customer Service: 3 years (Required)