Luxury Client Experience Team Lead

FASHIONPHILE; Lehi (UT); On-site; USD 55,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

401(k) with generous match

Paid Time off and Holidays

Employee Discount

Job summary

FASHIONPHILE is seeking a Contact Center Supervisor to lead a high-performing Concierge team in a luxury re-commerce environment. You will guide a multi-channel support operation—calls, chats, video chats, texts, and emails—driving exceptional service and client retention while partnering with cross-functional teams to achieve department goals.

The role requires 5 years in customer service or retail, 2 years of leadership, weekend availability, and familiarity with Salesforce, RingCentral,

Qualifications

• 5 years of experience in customer service/contact center/retail.
• 2 years of leadership or supervisor experience.
• Ability to work weekends.
• Experience in eCommerce, luxury retail, or the luxury resale industry.
• Understanding of multi-channel customer service delivery across calls, site chat, video chat, text, and email.

Responsibilities

• Lead and mentor the Concierge team: guide and inspire a collaborative environment and develop team members.
• Track and analyze performance metrics to drive continuous improvement.
• Develop and implement training programs for onboarding and updates on products and service strategies.
• Address escalated cases; own resolution of BBB complaints with CX strategy team.
• Identify contact drivers and resolution times to implement service enhancements.
• Collaborate with other departments to align performance with company objectives.

Tools

Salesforce

RingCentral

Powerfront

Google Suite

Job description

FASHIONPHILE is seeking a Contact Center Supervisor to lead a high-performing Concierge team in a luxury re-commerce environment. You will guide a multi-channel support operation—calls, chats, video chats, texts, and emails—driving exceptional service and client retention while partnering with cross-functional teams to achieve department goals.

The role requires 5 years in customer service or retail, 2 years of leadership, weekend availability, and familiarity with Salesforce, RingCentral,