Head of Customer Service, Wolf & Badger
Global Fashion Marketplace, Maternity Cover
£50-60k
More information about location
2+ days a week in office
Retail platform for independent, ethical and unique brands
Job no longer available
Retail platform for independent, ethical and unique brands
101-200 employees
Job no longer available
£50-60k
More information about location
2+ days a week in office
101-200 employees
Company mission
Wolf & Badger's mission is to introduce their stylish customers to limited-edition, sustainable and high-quality products while providing a much-needed platform for independent brands to thrive.
Role
Who you are
- Experience with Kustomer/Zendesk or similar platforms in a Customer Service environment (we use Kustomer)
- Experience with WFM, scheduling tooling and capacity planning
- Great people management experience, and the ability to ensure we are thinking about the importance of performance alongside wellbeing and development
- Experience with different CS operating models, including external support and vendor management
- Experience within a consumer or SAAS business, ideally a scale-up e-commerce business or marketplace
- Based in London, UK or within a commutable distance of King's Cross for some in-person days and comfortable with the hybrid, virtual environment. We use Slack to communicate and use video calls for remote meetings with the global team
- Comfortable and flexible with managing staff across time zones while retaining a healthy work-life balance. We currently have members of the team based in the UK and Los Angeles
- A passion for design, fashion or supporting independent, ethical retailers in your own way!
What the job involves
- You will report to our VP of Strategy and Operations, lead an exceptional team of Customer Care professionals, and focus on developing the experience delivered to the customers and brands on our website and platform
- Leading the multi-channel customer service teams to provide world-class service and support
- Owning team goals and driving the implementation for projects related to B2C and B2B customer care
- Being an inspiring, hands-on and supportive manager to our Scheduling & Planning Lead, QA Lead and Supervisors
- Enabling coaching and career development opportunities for our teams and setting standards for what brilliant looks like
- Ensuring we are constantly improving our service levels and experience by driving performance, quality, efficiency and productivity
- Pivoting customer support resources in relation to order volumes, queries and priority channels
- Reporting on contact drivers & customer feedback and reviewing root causes to reduce volumes and improve experience
- Being the voice of the community, constantly looking at what our customers & brands are (and aren’t) saying and using this to drive change
- Overseeing WFM to ensure we are building towards an ‘always-on’ approach to staffing, whilst looking at team wellbeing as a priority
- Collaborating with our Retail team to ensure the our 3 retail locations operate effectively as physical community hubs
- Reviewing data via our BI tool Looker, Kustomer & Aircall and sharing weekly insights to the Senior Management team and wider team on contact drivers
- Being accountable for and reporting on key metrics such as customer satisfaction, resolution time and service level agreements
Salary benchmarks
Our take
Wolf & Badger is a multi-channel retail platform for the finest independent, ethical and unique brands from around the globe. Wolf & Badger was founded with the intention of disrupting the deteriorating high street, and solving the problems of physical retail in a digital world. It provides a platform which takes the effort out of finding and sourcing sustainably and ethically produced jewellery, fashion, accessories, homeware and beauty, without compromising on quality and design.
It aims to foster all things innovative, from avant-garde fashion to store design to business practice. The company wants to create a forward thinking global community built upon the age-old pillars of skill, craftsmanship and quality.
Consumers have become increasingly aware of the need for sustainable and ethical retail practice. Wolf & Badger aims to ensure that the future of retail is a responsible one, where independent designers are incentivised to manufacture and source sustainably and ethically and that they, as a retailer, uphold these values. Wolf & Badger is now home to over 1000 fashion and design brands.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Apr 2019
$5.9m
EARLY VC
Total funding: $5.9m
Company benefits
- We are a London Living Wage Employer
- 25 days paid holidays in addition to 8 bank holidays
- Paid volunteering leave, pet-ernity leave and heartbreak leave
- Quarterly Wellness Wallet - to spend on products and services which are meaningful to you
- Subscription to Yulife health and wellbeing app
- Opt in health insurance plan
- Ample paid sick leave to support mental and physical health
- Cycle to work scheme
- Staff discount across Wolf & Badger, in store and online
- Flexible hybrid working policy with access to a creative work environment in central London
- Excellent career opportunities in a rapidly growing international business
- Meaningful work! We are a B-Corp leading the movement in responsible retail
Company HQ
Soho, London, UK
Leadership
George Z Graham
(CEO & Co-Founder)Previously Director & Co-founder of Raw Press and Strategy Consultant at PwC UK for 1 year.
Henry Graham
(Creative Director & Co-Founder)In addition to being the Co-Founder of Wolf and Badger, they are also the Creative Director of the company.
Share this job