Team Leader, Customer Care Support

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

 

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

 

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Primary Purpose:

This position is responsible for leading a team of Customer Care Support Professionals to deliver best in class service to internal and external Customers. Primary responsibilities include coaching and motivating associates to meet individual, team and departmental goals, analyzing historical data for trends and making recommendations for process improvements.

Schedule:  Flexibility to adjust shift for specific business needs required and work one weekend day.

• Tuesday 11pm-8pm, Wednesday- Friday 12pm-8pm, & Saturday 8am-8pm. WFH day is Saturday
• Subject to change to Monday-Friday 11am-8pm

This position will report into the Manager, Coach Customer Care.

Job Responsibilities and Duties:

• Elevate Customer Experience: Promote an outstanding customer journey by providing insightful feedback, personalized coaching, and targeted training through consistent touch bases  with your direct reports.
• Inspire Growth and Development: Foster a dynamic working environment that motivates team members, encourages continuous learning, and supports professional advancement.
• Performance Management: Actively oversee all aspects of team performance, including setting clear objectives, conducting performance reviews, facilitating salary discussions, and managing attendance and adherence standards.
• Product Mastery: Maintain an in-depth, up-to-date knowledge of all company products, services, and promotions to effectively support your team and address customer inquiries.
• Collaborative Leadership: Partner closely with leadership to develop, assess, and maintain robust Customer Care support systems that enhance team efficiency and customer satisfaction.
• Project and Task Management: Skillfully juggle multiple projects and tasks while upholding operational excellence and meeting performance benchmarks.
• Drive Process Improvements: Lead cross-functional initiatives to optimize quality, boost productivity, and contribute to the overall success of the department.
• Training Enhancement: Identify training gaps within the team and collaborate on creating effective solutions to elevate performance and knowledge.
• Performance Reporting: Compile and present comprehensive reports on team performance against goals on a weekly and monthly basis, highlighting achievements and areas for improvement.
• Talent Acquisition: Play an active role in interviewing prospective new hires, assessing candidates for cultural fit and required skill sets to strengthen the team.
• Additional Duties: Embrace additional responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.

 

 

Our Competencies for All Employees

 

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.