Lights.com is looking for an experienced and organized Customer Service Team Manager to lead our team of three Customer Service Associates. This role is ideal for someone with a background in the home lighting industry and a strong understanding of lighting products. Familiarity with CRMs, metrics, and performance management is essential, along with the ability to handle scheduling tasks such as shifts and time-off requests.
We prefer candidates who can work in a hybrid capacity from our NYC office, but we are open to fully remote positions for the right candidate.
You'll report directly to the CEO, oversee team operations, and drive initiatives to improve our customer experience and overall efficiency. Your expertise in home lighting will enable you to provide valuable insights and support to both the team and our customers.
Key Responsibilities • Lead and support a team of three remote Customer Service Associates. • Monitor team performance using CRM tools and metrics, and report insights to the CEO. • Schedule shifts, manage time-off requests, and ensure proper team coverage. • Drive process improvements and implement workflows to enhance efficiency. • Step in to assist with tasks when needed to ensure smooth operations. • Take ownership of projects like building a trade program and overseeing team development.
What We're Looking For • Experience managing teams in a customer service environment. • Proficiency with CRMs and a solid understanding of performance metrics. • Strong organizational and scheduling skills. • Located in the USA to align with time zones and team needs. • Self-motivated, detail-oriented, and comfortable working approximately 30 hours per week, either remotely or in a hybrid capacity from our NYC office • Experience in the lighting or home decor industry is a plus.