Customer Service Manager

Job Description

1stDibs is seeking a Client Services Manager reporting to Senior Manager of Client Services for our CS Team. Our CS team is tasked with assisting our high-net-worth customers, Trade clients, and dealers with a variety of questions and concerns in an efficient and timely manner via email, chat, and phone. The Client Services Manager will make critical decisions on a daily basis to support our clients while simultaneously ensuring SLAs are maintained across multiple channels as well as monitoring individual performances and providing coaching and development as necessary. Managing the team effectively and curating a positive culture in a remote setting will be crucial to the role as many members of the NY team are full-time remote. This role requires the ability to balance responding to complex escalations while also keeping an hourly pulse on the performance of our live inbound channels. Reporting directly to the Senior Manager of Client Services, this individual will help define and deliver a best-in-class service experience that matches the 1stDibs brand promise.

The Client Services team is an evolving function within our fast-growing company, so a hands-on approach, as well as comfort with ambiguity and change, is required. It’s crucial for the person to be a dedicated leader, coach, and advocate for their team. We’re looking for someone with a track record of success leading and growing support teams in a multi-channel environment who is as comfortable addressing the broader team in large meetings as they are in 1-to-1 settings. This role is responsible for making autonomous financial decisions that impact the business’s bottom line and client relationships on a daily basis and requires an organized and rational approach to providing the correct resolution for the specific issue.

This position is based in NYC but fully remote is allowed if you reside in one of the following states:
MA, RI, CT, NY, NJ, PA, MD, FLA, IL, TX, or CA. Candidate must be willing to work east coast.

What you'll do

• Coach, mentor and develop 10-15 Client Services Specialists to foster a culture of inclusion and commitment to personal and professional growth
• Review and respond to escalated case issues, either handling directly or providing guidance for next steps. These escalations require a balance between cost mitigation and client relationship maintenance.
• Bring a fresh perspective to the Global CS Management team and partner with managers in Colorado and the UK to improve the overall performance of the CS team across all channels.
• Assist with vendor management of our off-shore team of support reps in addition to management of local NY specialists.
• Make daily decisions on financial losses that are in the best interest of the company and our clients.
• Ensure team Service Level Agreements (SLAs) are consistently being achieved and putting together improvement plans to address gaps to target
• Identify and develop recurring training opportunities and incorporate results of learnings into regular performance reviews
• Assist in refining both qualitative and quantitative team metrics
• Participate in weekly planning/strategy meetings with internal stakeholders, establishing cross-functional relationships.
• Help with strategic planning and future OKRs for the support function

Who you are:

• You have 3+ years of management, managing direct reports in customer service or sales support within a consumer company/e-commerce environment.
• You have extensive experience managing remote employees, especially in a call/contact center environment Strong presentation skills and total comfortability in front of a large audience, both in person and remotely.
• You have experience working with Salesforce, including case management, report & dashboard creations, and the ability to raise ideas for improved efficiencies.
• You are analytically strong, with experience using G Suite, and other tools to analyze, run and report on team performance Vendor management experience with managing remote teams.
• You have the willingness to work weekends, occasional holidays, and outside of standard business hours.
• You have excellent written and verbal communication skills with proven ability to establish relationships with direct reports, peers, executives, and clients.
• You have proven experience demonstrating and implementing technology solutions to optimize team performance; deep familiarity with Salesforce.
• You have outstanding organizational, planning, and problem-solving skills with the ability to prioritize multiple issues and produce solutions.
• You have excellent interpersonal skills - You are able to establish trust and effective working relationships with internal and external stakeholders.

1stDibs is a leading online marketplace connecting design lovers with highly coveted sellers and makers of vintage, antique, and contemporary furniture, home décor, art, fine jewelry, watches, and fashion. 1stDibs is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.