Customer Support Supervisor/Team Lead - Evenings

Location: Charlottesville, VA

Department: Customer Support

Type: Full Time

Min. Experience: Manager/Supervisor

Zola is looking for an upbeat, organized, and empathetic individual to join our team as a Customer Support Supervisor/ Team Lead for our evening shift. As a Supervisor/Team Lead, you will help us grow and manage our team of customer service representatives and be an advocate for our couples. A love of weddings is appreciated!

This role will be based in Charlottesville, Virginia in our Downtown Mall office. This is a full-time position with hours of 1:30pm - 10:00pm Monday - Friday. 

Responsibilities:

  • Manage a team of customer service representatives to meet departmental goals and KPIs.
  • Handle the day-to-day operational management of the team in partnership with the other shift supervisors. Facilitate seamless handoffs between shifts and support your fellow colleagues.
  • Continuously brainstorm ways to improve our customers' experience and provide feedback to our internal team.
  • Handle escalated calls and make good judgement calls on sticky situations when needed.
  • Provide coaching and growth support to your team of direct reports.
  • Participate in ad-hoc projects to support company wide goals and initiatives as needed.

Qualifications:

  • Bachelors Degree
  • The ideal candidate will have at least 2 years of experience in e-commerce, customer service, retail, hospitality or a related industry. And 1 year as a supervisor or team lead managing direct reports. This isn’t your typical call center gig! We welcome unconventional candidates with diverse backgrounds.
  • Must have strong, friendly, and upbeat verbal and written communication skills.
  • Ability to train and manage a team
  • Ability to remain cool, calm, collected and organized, even in times of high volume
  • Ability to empathize is a must - wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests.
  • Must be proficient with computers and able to learn new programs quickly.
  • Acute attention to detail is a must.
  • Ability to represent Zola and be the voice of the company while handling customers in a professional manner.

Only serious and qualified candidates will be considered. If you think you'd make a great addition to the Zola Team, please reply with your cover letter and resume.


 

ABOUT ZOLA

At Zola, we are building a smarter wedding registry. We are an early-stage, VC-funded consumer technology startup based in New York City. Launched in October 2013, we have quickly become the fastest-growing wedding registry in the United States. Founded by many of the early team members from Gilt Groupe, we are focused on creating a new kind of e-commerce experience that addresses a huge market — wedding gifts by reimagining the wedding registry for modern engaged couples and their guests. Our team brings deep experience from working on award-winning e-commerce sites and mobile apps in past roles at Gilt Groupe, Amazon, J.Crew, Bloomingdale’s, Rent The Runway, Goldman Sachs, Morgan Stanley, Yahoo, Chloe + Isabel, and Host Committee.

More about the team:

https://www.zola.com/about

Recent press:

https://www.zola.com/press

 

Apply for this Position
* Required fields
First name*
Last name*
Email address*
Location *
Phone number*
Resume*

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume

Paste your resume here or attach resume file

Cover Letter*
In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*