CX Team Lead, Rent the Runway
$56-70k
More information about location
Women's clothing subscription service
Be an early applicant
Women's clothing subscription service
1001+ employees
Be an early applicant
$56-70k
More information about location
1001+ employees
Company mission
Rent the Runway's mission is to power women to feel their best every day.
Role
Who you are
- You are a Problem Solver. You are able to think quickly and make decisions in a fast-paced environment
- You are a Communicator. You listen well and understand the needs of our customers and our business. You express your ideas clearly and communicate persuasively to produce positive results
- You have Strong Integrity. You are honest and ethical in all interactions and uphold company values and policies
- You are Dedicated. You are committed to providing a Cinderella Experience during each customer interaction
- You are Empathetic. You are able to see situations from the customer’s perspective and provide the best solutions aligned with Rent the Runway’s core values
- 5+ years in a customer-centric role
- 2+ years of management experience
- BA/BS degree preferred
- Experience tracking metrics and working with data to drive results
- You approach work with a collaborative mindset and drive to help others succeed
- You have a proven track record of developing employees in a fast-paced, high-growth, preferably in a retail environment
- You are passionate about building the brand through incredible customer experiences
What the job involves
- As a Team Lead at Rent the Runway, you will be responsible for leading a team that delivers exceptional customer experiences
- Your primary focus will be motivating and managing a team of ~15 highly motivated and enthusiastic Customer Experience Associates, providing coaching and mentorship to exceed our service level goals
- You will also be an expert on our internal systems, processes, and technology and actively assist associates to ensure timely resolution and consistency for customers
- You should be comfortable on the frontlines with customers (phone, email, live chat) as well as working with leadership to escalate and resolve issues
- This is a great role for a leader who can motivate others to reach team and individual goals
- We’re looking for enthusiastic, confident leaders with strong interpersonal skills and a strong work ethic
- In order to succeed in this role, your team needs to be successful as well
- Lead a team of Customer Experience Associates with a variety of experience, providing guidance, coaching, and consistent feedback
- Start your shift each day with your team, setting the expectations for the day and any updates
- Partner with other Team Leads to maintain department KPIs for service levels and quality, drive consistency across all teams, and provide leadership with daily & weekly recaps
- Establish customer-first culture and be a point of escalation for customer issues while ensuring all compliance and company policies are being met
- Problem solve real-time, pivoting based on business and customer needs
- Maintain a pulse on ongoing learning opportunities, quality & efficiency metrics, and knowledge gaps on your team to ensure adequate performance of all associates
- Take part in the interview process for potential candidates
- Assist offshore partners with resolving customer issues when necessary
- Take on additional responsibilities, projects, and OKRs as outlined by senior leadership
Our take
Rent the Runway seeks to profit from two important trends in apparel consumption: wanting to stay on top of the latest fashion trends while living and purchasing sustainably. By providing a platform for women to rent designer pieces, its users can have it all.
The company allows users to rent, subscribe, or buy designer apparel and accessories. It achieves this with its network of partnerships with hundreds of top designers and managing the crucial but complicated logistics in-house. It offers its partnered brands sophisticated analytics about potential customers in return for lower prices on designer garments.
Rent the Runway is now focused on diversifying revenue streams while reducing its costs. Its recent partnership with Amazon is an example of this new direction: while it will use this channel to sell clothes previously rented through its platform, it will, for the first time, be selling new clothes based on rental items modified in line with market data.
While moves such as this may well shift Rent the Runway towards profitability, it also risks undercutting the company's central message of sustainability and supporting the circular economy. The company believes that by creating better quality clothing, it will nonetheless be aiding in the fight against fast fashion. Time will tell if this move helps or hinders the sustainability movement, but it is likely to boost Rent the Runway's bottom line regardless.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2020
$80m
SERIES G
Mar 2019
$125m
SERIES F
Total funding: $401.2m
Company benefits
- Generous Paid Time Off including annual leave, paid bereavement, and family sick leave - every employee needs time to take care of themselves and their family.
- Universal Paid Parental Leave for both parents + flexible return to work program - because we know your newest family member(s) deserve your undivided attention.
- Paid Sabbatical after 5 years of continuous service
- Exclusive employee subscription and rental discounts
- 401k match
- Work from home opportunities
- Comprehensive health, dental care and dependents care from day 1 of employment - Your health comes first and we’ve got you covered.
- Competitive Stakeholder Pension - taking care of your future
- Company wide events and outings - our team spirit is no joke - we know how to have fun!
- Hybrid Work - our corporate employees have the option to work remotely 3 days a week, in accordance with Company policies
Company HQ
Hudson Square, New York, NY
Leadership
Jennifer Hyman
(Co-Founder, CEO & Chairman of the Board)Prior to Rent the Runway, was director of business development at IMG where she focused on the creation of new media businesses for IMG's fashion division.
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