Supervisor, PSA

Description

FASHIONPHILE is more than just fashion — we’re revolutionizing the ultra-luxury fashion experience in order to create a sustainable alternative that extends the life cycle of products and makes them more accessible to a diverse customer base. As we strive to become the world's most sought-after brand in luxury re-commerce, we know it's our team members who make it all happen! We value diversity in our people, perspectives, and products. For us, it's the only way to cultivate the creativity and innovation essential to achieving our mission and supporting our customers. We do this both in-person and through our digital omni-channel experiences. If you're someone who embraces change, is authentic, and wants to make an impact this is the place for you.

About The Opportunity

The FASHIONPHILE Personal Shopping Assistant Supervisor leads and inspires a team of PSAs in our contact center, ensuring exceptional customer service and retention through calls, chats, and emails. The role involves collaborating with cross-functional teams, monitoring performance metrics, and driving continuous improvement to enhance customer experiences and retention at FASHIONPHILE. As a leader, you will foster a culture of excellence and continuous improvement. Responsibilities include:

• Lead and Mentor PSA Team: Provide effective leadership, mentorship, and guidance to a team of Personal Shoppers, fostering a collaborative and motivated work environment that promotes exceptional levels of service.
• Oversee Team Performance and Metrics: Monitor, track, and analyze key performance metrics related to sales, service volume, customer retention, and response timeliness, driving continuous improvement initiatives based on data insights.
• Develop and Implement Training Programs: Create and execute training programs that update staff on product and service offerings, SLAs, brand voice standards, and operational policies, ensuring consistent and high-quality service delivery.
• Process Improvement Initiatives: Contribute to developing efficient processes and procedures, identifying opportunities to enhance operational efficiency and service quality.
• Recruitment and Training Coordination: Participate in the recruitment process by conducting interviews and selecting new team members. Lead training for new hires and ongoing development opportunities for existing staff.
• Collaborate with Cross-Functional Teams: Work closely with various departments to establish and monitor performance targets, contributing to the overall success of Personal Shopper initiatives and aligning efforts with company objectives.
• Perform Other Duties as Assigned: Contribute to the team's overall success by handling additional responsibilities as needed to support the team's goals and objectives.
  
  

What We’re Looking For

• Associate's Degree or Bachelors Degree in Communications, Business Management, Fashion, Marketing, or other relevant experience.
• At least 3-5 years in retail sales, service/contact center, with at least 2-3 years in a leadership or supervisory role.
• Proficiency in CRM software, ticketing systems, Google Suite.
• Demonstrated maturity, poise, and sound business judgment essential for interactions with ultra-luxury customers.
• Strong multitasking and organizational skills, ensuring efficient management of team operations.
• Excellent interpersonal, problem-solving, verbal, and written communication skills.
• Solution-oriented mindset, dedicated to delivering an elevated experience to both clients and employees.
• Ability to remain composed and resourceful in high-pressure situations, consistently surpassing performance quotas.
• Nice to Have: Proficiency in Salesforce and RingCentral.
• Nice to Have: Familiarity with performance evaluation methods, customer service metrics, and an analytical approach to driving continuous improvements.
• Nice to Have: Demonstrated ability to innovate and develop creative solutions to complex customer challenges.
  
  

What We Offer

• Medical, Dental and Vision Coverage
• FSA options for Medical, Dependent Care & Commuter Benefits
• Paid Time off, Paid Sick Time, and Paid Holidays
• 401(k) with generous match program
• Free Life Insurance and AD&D
• Long Term Disability Insurance
• Employee Discount
  
  

Compensation

Pay Scale: FASHIONPHILE reasonably expects the range to be $65,000-$75,000 for this position in our Chelsea, NY Location and offers an Annual Bonus Opportunity aligned to our Supervisor level. Offered compensation will vary based on (a) location; (b) individual candidate qualifications; and (c) individual candidate experience. This post may be updated as new market data becomes available and is accurate as of the date of this posting. FASHIONPHILE reserves the right to modify this information at any time, subject to applicable law.

FASHIONPHILE Group LLC is proud to be an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at [email protected].