Editorialist fuses personal styling, content, and shopping in one seamless digital experience driven by proprietary technology, e-commerce tools, and luxury fashion content.
Editorialist is looking for an Assistant Manager-Customer support who is capable of thriving in a fast-paced environment. In order to accomplish our mission, we need to provide our clients with the best luxury customer experience by delivering outstanding support and service and maintaining their engagement on our various platforms. Given the nature and geographical scope of our clientele, we require that the Assistant Manager-Customer support is committed to working flexible hours, including some weekends in order to meet the demand of our clients and industry.


Job Summary: Our team communicates with our clients through the app. As an Assistant Customer Support Manager, you will be responsible for all the communication with the client. You will be responsible for providing exceptional customer service to our UHNW clients. You will work closely with the Customer Support Manager to oversee and manage the day-to-day operations of the customer support team, ensuring that our clients receive the best experience. You will provide guidance and coaching to team members. Your exceptional communication skills, attention to detail, and commitment to excellence will play a crucial role in maintaining our reputation for delivering exceptional customer experiences.

Key Responsibilities

• Define exceptional Customer Support guidelines and ensure delivering the best client experience to our elite clients to defined standards.
• Assist the Customer Support Manager in managing the customer support team, including monitoring performance, setting goals, providing feedback, and conducting performance evaluations.
• Act as a point of escalation for customer issues and complaints, resolving them in a timely and satisfactory manner to ensure customer satisfaction.
• Provide guidance and coaching to customer support team members, including training on product knowledge, customer service skills, and company policies and procedures.
• Monitor and analyze customer service metrics, such as response times, resolution rates, and customer feedback, and make recommendations for process improvements to enhance customer satisfaction.
• Coordinate with other departments, such as Styling, Operations, Engineering and Finance, to ensure seamless customer interactions and resolve any issues or discrepancies.
• Handle complex or sensitive customer inquiries or requests like receiving damaged items, missing packages etc.; and proactively anticipate and address customer needs.
• Participate in customer service-related projects and initiatives, and provide input and feedback to improve processes, systems, and customer experiences.

Qualifications

• Minimum of 5-6 years of experience in customer service, BPO, preferably in a luxury business or high-end retail environment.
• A Master?s degree in Business, Communications, Luxury, or a related field would be an advantage
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent verbal and written communication skills
• Go-getter with exceptional problem-solving and decision-making abilities, with a keen eye for details.
• Proven track record of delivering outstanding customer service and resolving customer issues effectively and efficiently. A high CSAT score is preferable.
• Ability to work in a fast-paced, dynamic environment, and adapt to changing priorities and deadlines.
• Proficient in Microsoft Office suite and customer service software. Experience with Zendesk or other customer service tools will be a plus.
• Ability to work independently and collaboratively with cross-functional teams.
• Flexible schedule, with the ability to work US time zones, weekends, and holidays as needed.