Customer Service Lead – Remote Luxury Retail Experience, Team Coaching & Workflow Optimization Specialist

About Workwarp – Transforming Luxury E‑Commerce Experiences Workwarp is a globally recognized leader in luxury e‑commerce solutions, partnering with world‑class brands to deliver seamless, high‑touch customer experiences across every digital touchpoint. Our mission is to blend cutting‑edge technology with the personalized service that discerning luxury shoppers expect. From boutique fashion houses to premium watchmakers, we empower brands to exceed client expectations, drive loyalty, and unlock new revenue streams. As a remote‑first organization, we champion flexibility, diversity, and a collaborative culture that fuels innovation and career growth. Position Overview – Why This Role Matters We are seeking a dynamic, results‑driven Customer Service Lead who will be the champion of our Luxury Stores Customer Service team. In this pivotal role, you will lead a high‑performing group of Customer Service Associates (CSAs), oversee workflow and process management, coach and mentor talent, and ensure that our Service Level Agreements (SLAs) are consistently met or exceeded. Your expertise will directly impact the satisfaction of high‑value customers and will help shape the strategic direction of our luxury service operations. Key Responsibilities – What You’ll Own Every Day Team Leadership & Coaching: Provide one‑on‑one guidance, performance feedback, and skill‑building sessions to CSAs and fellow lead associates, fostering a culture of continuous improvement. Performance Analysis: Conduct detailed contact evaluations, identify improvement opportunities, and collaborate with Quality Assurance (QA) and Management to implement corrective actions. Escalation Management: Serve as the primary point of contact for complex or escalated customer issues, applying expert judgment to resolve problems swiftly while maintaining brand integrity. Workflow Optimization: Oversee the daily coordination of phone, email, and chat queues, ensuring optimal coverage, balanced workload distribution, and adherence to real‑time performance metrics. Process Ownership: Act as a Subject Matter Expert (SME) for all customer service policies, procedures, and tools, including Seller Central, CSC Call Center Manager, Ticket Tracker (TT), and shipping carrier administration platforms. Reporting & Communication: Track and report trends from the CS help inbox, compile actionable insights for leadership, and communicate roadblocks or process enhancements to the Luxury Stores Manager. Special Projects & Cross‑Functional Collaboration: Lead initiatives that improve service delivery, partner with Quality Control, Returns, Brand, Merchandising, and Fulfillment Center teams to resolve cross‑departmental issues. Compliance & SLA Management: Monitor real‑time adherence reports, enforce compliance with internal policies, and ensure that all interactions meet established SLAs, even during peak demand periods. A Day in the Life – Your Typical Workflow Start the shift by reviewing the CS help inbox, flagging high‑priority tickets, and noting emerging trends that could impact service quality. Lead a brief huddle with the CSA team, reviewing goals for the day, sharing best practices, and addressing any immediate concerns. Monitor live queue metrics across phone, email, and chat channels, reassigning resources as needed to maintain optimal response times. Handle escalated cases personally, using deep product knowledge and policy expertise to turn challenging situations into positive brand experiences. Collaborate with the brand and fulfillment teams on manual, mishandled, or exception orders, ensuring accurate resolution and customer satisfaction. Document process gaps or recurring issues in the ticketing system and propose actionable solutions to the manager. Facilitate onboarding and training for new CSAs, delivering hands‑on instruction on tools, tone of voice, and luxury service standards. Participate in weekly analytics reviews, delivering insights on contact quality, resolution times, and customer sentiment to senior leadership. Close the day by summarizing performance data, celebrating team wins, and setting priorities for the next shift. Essential Qualifications – The Foundations You’ll Bring Minimum 2 years of experience in customer service, preferably within a high‑touch luxury retail or premium service environment. Demonstrated ability to work a full‑time schedule with flexibility for evenings, weekends, and peak‑season surges. Strong critical‑thinking and problem‑solving skills, with a proven track record of making sound decisions in fast‑paced, high‑volume settings. Excellent written and verbal communication abilities, capable of conveying empathy and professionalism to affluent clientele. Self‑starter mindset: comfortable working with minimal supervision while juggling multiple tasks and complex issues. Exceptional organizational talent, capable of prioritizing tasks, managing time efficiently, and keeping detailed documentation. High school diploma or equivalent; additional education or certifications in customer experience, hospitality, or management are a plus. Preferred Qualifications – What Sets You Apart Proven experience in coaching, mentoring, or leading a small team of customer service professionals. Mastery of core customer service functions—including conflict resolution, upselling, and brand advocacy—in a luxury context. Collaborative problem‑solving approach, with a willingness to share knowledge and uplift team performance. Meticulous attention to detail and a track record of delivering error‑free, high‑quality service. Familiarity with e‑commerce platforms, CRM tools, and analytics dashboards used in large‑scale operations. Skills & Competencies – Tools of Your Trade Leadership & Influence: Ability to inspire trust, drive accountability, and build a cohesive, high‑performing team. Analytical Acumen: Comfort interpreting performance data, spotting trends, and translating insights into actionable plans. Technology Fluency: Proficiency with ticketing systems, live‑chat suites, order management platforms, and reporting tools. Customer‑Centric Mindset: Deep empathy for luxury shoppers, understanding their expectations for discretion, speed, and personalization. Adaptability: Capacity to thrive in ambiguous situations, pivot quickly, and maintain composure under pressure. Communication Excellence: Clear, concise, and courteous interaction style across written and verbal channels. Career Growth & Learning Opportunities At Workwarp, we view each role as a launchpad for future advancement. As a Customer Service Lead, you will: Gain exposure to senior leadership and strategic decision‑making within the luxury e‑commerce division. Participate in targeted training programs covering advanced coaching techniques, data‑driven decision making, and cross‑functional project management. Earn opportunities to lead large‑scale initiatives, such as new service channel roll‑outs or global process standardization projects. Access mentorship from seasoned professionals in Operations, Product, and Brand Partnerships, helping you shape a long‑term career path toward Operations Management, Customer Experience Strategy, or even Global Service Leadership. Work Environment & Culture – What It’s Like to Be a Workwarp Team Member We are proud of our remote‑first culture, which balances professional autonomy with a strong sense of community. Our core values— Innovation, Integrity, Inclusion, and Impact —guide every interaction. As part of our team you will enjoy: Flexibility: Work from any location with reliable internet, while still feeling connected through virtual collaboration tools, regular video huddles, and quarterly in‑person meet‑ups. Diversity & Inclusion: A workplace where varied perspectives are celebrated, and every employee is empowered to contribute authentically. Recognition Programs: Peer‑nominated awards, performance bonuses, and public shout‑outs for outstanding service. Well‑Being Resources: Access to mental‑health counseling, wellness stipends, and ergonomic home office support. Continuous Learning: Subscription to industry‑leading platforms, conference attendance budgets, and internal knowledge‑sharing communities. Compensation, Perks & Benefits – Investing in Your Future Workwarp offers a competitive total‑compensation package that reflects market standards and the high‑impact nature of the role. While exact figures vary by geographic location, you can expect: Base salary ranging from $38,000 to $60,000 annually, adjusted for regional cost‑of‑living considerations. Performance‑based bonuses tied to team SLA achievement and customer satisfaction metrics. Eligibility for equity grants or stock‑option plans for long‑term wealth building. Comprehensive health, dental, and vision coverage for you and eligible dependents. Retirement savings plans with employer matching contributions. Generous paid time off, parental leave, and flexible holiday schedules. Professional development stipend for courses, certifications, or conferences. Employee assistance programs, including confidential counseling and legal resources. How to Apply – Join the Luxury Service Revolution If you are a motivated, customer‑obsessed professional ready to lead a talented team and elevate the luxury shopping experience, we want to hear from you. Click the link below to submit your resume, cover letter, and any supporting materials that showcase your leadership and service expertise. Apply Now – Become a Workwarp Service Leader Ready to Make an Impact? At Workwarp, your ambition meets our platform. Together we’ll set new standards for luxury e‑commerce service, delight high‑net‑worth shoppers worldwide, and build a career you’ll be proud of. Don’t wait—apply today and start shaping the future of luxury customer experience. Apply for this job