CS Lead, Shopbop CS

Description
Application deadline: Mar 3, 2026

Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship.
The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.

Key job responsibilities
• Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
• Monitor and guide daily workflow including; phone, ema...