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.

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.

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 and 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 and 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