Customer Service Lead

WHY JOIN ALO?

Mindful movement. It’s at the core of why we do what we do at Alo—it’s our calling. Because mindful movement in the studio leads to better living. It changes who yogis are off the mat, making their lives and their communities better. That’s the real meaning of studio-to-street: taking the consciousness from practice on the mat and putting it into practice in life.

OVERVIEW

Reporting to the Associate Customer Service Manager, the Customer Service Lead will lead a team that focuses on providing an excellent experience to every customer, every time.

RESPONSIBILITIES  

• Provide leadership and guidance for the Customer Service Team
• Set clear objectives for Senior Customer Service Representatives and manage their quantitative and qualitative performance
• Monitor real-time workload and queues/backlog across all channels; work closely with the customer service manager to reallocate resources according to queues
• Act as point of escalation for customer complaint and IT related support resolution
• Identify individual Senior Customer Service Representatives training needs, train/coach Senior Customer Service Representatives and coordinate with CS manager for continuous education
• Drive & coach selling through service & offering styling advice to achieve sales targets
• Manage team attendance and report any discrepancies to CS Manager
• Lead continuous improvement efforts with team to ensure high level of service
• Work closely with other CS Leads to ensure consistency of training and process 

QUALIFICATIONS

• Proven experience managing a team in a customer service leadership role, preferably in a retail or e-commerce environment
• Excellent communication and interpersonal skills, with the ability to build rapport and connect with customers
• Strong problem-solving and conflict resolution skills to effectively handle customer concerns
• Proficiency in CRM systems and customer service software
• Passion for the Alo Yoga brand and commitment to delivering exceptional customer experiences
• Ability to work effectively in a fast-paced environment and meet performance targets
• Ability to work varying shifts from 6am PST to 7pm PST, including holidays and weekends