Team Lead, Customer Experience

About Us:

Rent the Runway (RTR)  is transforming the way we get dressed by pioneering the world’s first Closet in the Cloud. Founded in 2009, RTR has disrupted the $2.4 trillion fashion industry by inspiring women with a more joyful, sustainable and financially-savvy way to feel their best every day. As the ultimate destination for circular fashion, the brand now offers infinite points of access to its shared closet via a fully customizable subscription to fashion, one-time rental or ownership. RTR offers designer apparel, accessories and home decor from 700+ brand partners and has built in-house proprietary technology and a one-of-a-kind reverse logistics operation. Under CEO and Co-Founder Jennifer Hyman’s leadership, RTR has been named to CNBC’s “Disruptor 50” five times in ten years, and has been placed on Fast Company’s Most Innovative Companies list multiple times, while Hyman herself has been named to the “TIME 100” most influential people in the world and as one of People magazine’s “Women Changing the World.”

About the Team:

Customer Experience lives and breathes our mission of empowering our customers to feel amazing.  We've been called fit gurus, personal stylists, shipping virtuosos, and even fashion therapists. From styling advice to troubleshooting orders to offering a confidence boost when needed, we're ready to help with anything. Customer Experience is truly the heart of our business and have a major impact on our continued success. You will be working with a great team with supportive team leaders.

About the Job:

As a Team Lead at Rent the Runway, you will be responsible for leading a team that delivers exceptional customer experiences. Your primary focus will be motivating and managing a team of ~15 highly motivated and enthusiastic Customer Experience Associates, 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 leadership to escalate and resolve issues.

This is a great role for a leader who can motivate others to reach team and individual goals. We’re looking for enthusiastic, confident leaders with strong interpersonal skills and a strong work ethic. In order to succeed in this role, your team needs to be successful as well.

What You'll Do:

• Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback
• Start your shift each day with your team, setting the expectations for the day and any updates
• Partner with other Team Leads across offices to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with end of shift recaps
• Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met
• Problem solve real-time, pivoting based on business and customer needs
• Maintain a pulse on ongoing learning opportunities and knowledge gaps on your team to ensure adequate training of all our associates
• Take part in the interview process for potential candidates  

Who You Are:

• You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment.
• You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results.
• You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies.
• You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction.
• You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values.

What you need:

• 5+ years in a customer-centric role
• 2+ years of management experience
• BA/BS degree preferred
• Experience tracking metrics and working with data to drive results
• You approach work with a collaborative mindset and drive to help others succeed
• You have a proven track record of developing employees in a fast-paced, high-growth environment
• You are passionate about building the brand through incredible customer experiences
• Shift: Saturday/Sunday 7am-6pm ET AND Monday/Tuesday 8:30am -7:30pm ET 

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