Senior Customer Experience Team Lead

About Faire

Faire is an online wholesale marketplace built on the belief that the future is local ?" independent retailers around the globe are doing more revenue than Walmart and Amazon combined. At Faire, we're using the power of tech, data, and machine learning to connect this thriving community of entrepreneurs across the globe. Picture your favorite boutique in town ?" we help them discover the best products from around the world to sell in their stores. With the right tools and insights, we believe that we can level the playing field so that small businesses everywhere can compete with these big box and e-commerce giants.

By supporting the growth of independent businesses, Faire is driving positive economic impact in local communities, globally. We're looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

As a Senior Customer Experience Team Lead at Faire, you will play a pivotal role in leading and guiding a team of up to 15 Customer Experience Associates. Your primary responsibility will be to deliver outstanding customer experiences through multi-modality support (email, chat, phone), aligning with Faire's core operating hours. You will be a first-line resource for escalated customer inquiries and complex platform issues, empowering and mentoring team members in handling diverse customer scenarios. Your role is crucial in contributing to process improvements and strategy execution, monitoring team performance, and aligning with Faire's evolving policies and product offerings.

Role Specifications

• Remote Work Commitment: This is a fully remote role requiring the candidate to work 9am-6 pm PST, Monday through Friday, to support our evening shift team. The candidate should have a suitable home office setup with a reliable high-speed internet connection.
• Leadership and Team Management: Demonstrated experience in leading and managing customer support teams (across multiple modalities including phone), with strong skills in team development, performance management, and conflict resolution.
• Customer Service Expertise: In-depth knowledge of customer service best practices, particularly in a remote or digital environment, with a focus on multi-modality support (email, chat, phone).
• Technical and Analytical Proficiency: Proficiency in using CRM tools like Zendesk and ServiceCloud, and the ability to analyze performance data to drive decision-making and process improvements.

What you'll do

• Lead and manage a team of Customer Experience Associates, ensuring high standards of service delivery across chat, email, and phone.
• Set clear expectations and provide regular feedback to team members, driving performance in key metrics such as response times, customer satisfaction, and issue resolution efficiency.
• Foster a culture of continuous learning and improvement within the team, encouraging skill development and knowledge sharing.
• Strategically solve complex customer issues, leveraging team expertise and making informed decisions on escalations.
• Oversee customer experience projects from conception to execution, employing project management methodologies to meet deadlines and quality standards, while aligning team efforts with organizational objectives.
• Monitor team performance metrics and use insights to drive team success and align with Faire's mission.

Qualifications

• Proven experience in leading, managing, and motivating customer support teams in live channels including phone.
• Strong competency in customer service, with the ability to handle complex interactions across multiple channels.
• Excellent verbal and written communication skills.
• Ability to analyze and interpret performance metrics and implement process improvements.
• In-depth knowledge of CRM tools (e.g., Zendesk, ServiceCloud) and technical proficiency in managing customer interactions.
• Demonstrated adaptability and agility in a dynamic environment.
• Experience in mentorship and coaching, with a focus on the professional development of team members.
• Alignment with Faire's core values and passion for serving our community.

Salary Range

California / New York: the pay range for this role is $95,500 to $131,500 per year.

Colorado / Washington / New Jersey: the pay range for this role is $86,000 to $118,500 per year.

This role will also be eligible for equity and benefits. Actual base pay will be determined based on permissible factors such as transferable skills, work experience, market demands, and primary work location. The base pay range provided is subject to change and may be modified in the future.

Faire's flexible work model aims to meet the needs of our diverse employee community by making work more flexible, connected, and inclusive. Depending on the role and needs of the team, Faire employees have the flexibility to choose how they work?"whether that's mainly in the office, remotely, or a mix of both.

Roles that list only a country in the location are eligible for fully remote work in that country or in- office work at a Faire office in that country, provided employees are located in the registered country/province/state. Roles with only a city location are eligible for in-office or hybrid office work in that city. Our talent team will work with candidates to determine what locations and roles are eligible for each option.

Applications for this position will be accepted for a minimum of 30 days from the posting date.

Why you'll love working at Faire

• We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is taking part in the founding process.
• We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of more than 350,000 small business owners.
• We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
• We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We're backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London, New York, LA, and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

Faire is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please fill out our Accommodation Request Form (https://bit.ly/faire-form)