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 locatio