**Overview**\n\nThe Sill is looking for a Customer Experience Team Lead to oversee customer service inquiries received outside of business hours, and on weekends, to ensure customers are responded to quickly, efficiently, and by the most qualified possible person, so that The Sillโs customer experience exceeds expectations at every touch point. Our CX team is growing, and we are looking for an individual that is eager to join a fast growing start-up. The successful candidate will be a strong and approachable communicator, leading with empathy and grit throughout all interactions, always staying true to The Sillโs promise in valuing a strong customer experience.\n\n**Location**\n\nWe are open to permanently remote candidates based in the US.\n\n**Schedule**\n\nThe Customer Service Team Lead will work Friday-Tuesday, 3:30pm-12:00am Eastern Standard Time.\n\n**Reporting**\n\nThis role reports to the Senior Manager of Customer Experience & Insights.\n\n**Role Description**\n\nAs one of two Customer Service Team Leads, you will be responsible for leading a team of CX coordinators during your shift to deliver exceptional customer experiences. Your primary goals are handling inbound customer concerns and motivating and managing needs of a team of remote Customer Experience Coordinators, 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 the Senior Manager of Customer Experience & Insights to escalate and resolve issues.\n\n**Areas of Responsibility**\n\nโข Triage, assign owners, and contribute to daily inbound customer communications, ensuring customers receive a response in a timely manner & with best information. \n\nโข Ensure all inbound communications are responded to within 24 hours, communicating updates and outstanding needs to the following shift CX Team Lead.\n\nโข Field and respond to inbound customer communications, serving as a key member of the CX team.\n\nโข Serve as the operational point of contact for CX Coordinators on shift for support.\n\nโข Communicate with distribution center teams daily to resolve issues in a timely manner.\n\nโข Flag issues to CX Manager to ensure speedy resolution.\n\nโข Ensure all outbound communication meets the teamโs standards of efficiency and the companyโs quality\nstandards, bringing a sense of urgency, reassurance, and personal touch to customers. \n\nโข Cover for CX coordinators and their workload when out of office.\n\nโขAbility to stand in for the CX Manager as required.\n\n**Qualifications**\n\nโข Experience with customer service software is required; Help Scout experience is beneficial, but not required.\n\nโข 3-4 years working in a customer service position; previous experience in a D2C ecommerce setting is beneficial, but not required.\n\nโข Strong communication skills with the ability to present information in a clear and concise manner.\n\nโข Strong organizational skills, with the ability to prioritize tasks swiftly as needs and priorities change.\n\nโข Availability to work during high volume times (holidays, sales, etc) as needed to support needs of CX team.\n\nโข Lover of The Sill!\n\n**Comp and Benefits**\n\nโข Company contribution to medical and dental\n\nโข Company paid short term disability\n\nโข Company paid life insurance\n\nโข Company paid parental leave\n\nโข Paid time off \n\nโข Access to vision, 401k, long term disability and discounted gym memberships\n\nโข Access to commuter benefits, health savings account and other tax advantages \n\nโข Company cell phone or stipend provided\n\n**About The Sill**\n\nThe Sill is the first digitally native, direct-to-consumer plant brand. Our mission is to bridge the gap between people and plants, because Plants Make People Happy. Founded in 2012, The Sill is Series A funded and headquartered in New York City. We ship potted plants nationwide from TheSill.com and have planted The Sill brick-and-mortar stores in New York City, Los Angeles, and San Francisco. Learn more at thesill.com.\n\n**Our Core Values**\n\n**CUSTOMER HAPPINESS** why we exist:\n\nโ We place the quality of the customer experience at the core of all we do.\n\nโ We act in the service of our promise: Plants Make People Happy.\n\n**ALWAYS A STARTUP** even when we get big:\n\nโ We are excited to tackle big problems and change the world. We lead before we follow.\n\nโ We pride ourselves on achieving a lot with a little.\n\nโ We are optimistic, and have a can-do attitude.\n\nโ We are committed to the brand vision.\n\n**GROWTH** just like our plants:\n\nโ We are individually focused on learning and leveling up.\n\nโ We seek out feedback and expect radical candor.\n\nโ We take risks and weโre not afraid to invent, innovate, or flat out fail - so long as we learn from the experience.\n\nโ We are open minded and welcome diversityโof people and ideas.\n\nโ And when the time is right, we give away our legos.\n\n\n**TEAM BEFORE ME**:\n\nโ We are all responsible for The Sillโs success.\n\nโ We hold ourselves accountable. What we take on, we own until it is completed.\n\nโ We bring up issues quickly and professionally, and have tough conversations respectfully.\n\nโ We only get there together.\n\n**THE GOLD STANDARD**:\n\nโ We are rigorous in our work.\n\nโ We donโt accept inaccuracy or indecisiveness.\n\nโ We back up our actions with data, facts, and expertise.\n\nโ We communicate clearly and follow processes.\n\nโ We take time to understand the implications of our actions by thinking things through to the end. \n\nPlease mention the words **SUNNY RIGHT HELP** when applying to show you read the job post completely (#RMTguMjE2LjE5MC4xNjc=). This is a feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.\n\n \n\n#Location\nUnited States
# How do you apply?\n\nTo Apply\n\nSend a cover letter and resume to [email protected], with the subject Customer Service Team Lead.
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