Charlottesville Customer Support Supervisor

Location: Charlottesville, VA

Department: Customer Support

Type: Full Time

Min. Experience: Manager/Supervisor

Zola is looking for an upbeat, organized, and empathetic individual to join our team as a Customer Support Supervisor. As a Supervisor, you will help us grow and manage our team of customer service representatives and be an advocate for our couples.

 

This role will be based in Charlottesville, Virginia, in our Downtown Mall office. This is a full-time position and will require you to work one day during the weekends.

 

A love of weddings is appreciated!

 

Responsibilities:

  • Manage a team of customer service representatives to meet departmental goals and KPIs.
  • Handle the day-to-day operational management of the team in partnership with the other shift supervisors. Facilitate seamless handoffs between shifts and support your fellow colleagues.
  • Continuously brainstorm ways to improve our customers' experience and provide feedback to our internal team.
  • Handle escalated calls and make good judgement calls on sticky situations when needed.
  • Provide coaching and growth support to your team of direct reports.
  • Participate in ad-hoc projects to support company wide goals and initiatives as needed.

Qualifications:

  • Bachelors Degree
  • The ideal candidate will have at least 2 years of experience in e-commerce, customer service, retail, hospitality or a related industry. And 1 year as a supervisor or team lead managing direct reports. This isn’t your typical call center gig! We welcome unconventional candidates with diverse backgrounds.
  • Must have strong, friendly, and upbeat verbal and written communication skills.
  • Ability to train and manage a team
  • Ability to remain cool, calm, collected and organized, even in times of high volume
  • Ability to empathize is a must - wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests.
  • Must be proficient with computers and able to learn new programs quickly.
  • Acute attention to detail is a must.
  • Ability to represent Zola and be the voice of the company while handling customers in a professional manner.

Only serious and qualified candidates will be considered. If you think you'd make a great addition to the Zola Team, please reply with your cover letter and resume.


 

ABOUT ZOLA

At Zola, we are building a smarter wedding registry. We are an early-stage, VC-funded consumer technology startup based in New York City. Launched in October 2013, we have quickly become the fastest-growing wedding registry in the United States. Founded by many of the early team members from Gilt Groupe, we are focused on creating a new kind of e-commerce experience that addresses a huge market — wedding gifts by reimagining the wedding registry for modern engaged couples and their guests. Our team brings deep experience from working on award-winning e-commerce sites and mobile apps in past roles at Gilt Groupe, Amazon, J.Crew, Bloomingdale’s, Rent The Runway, Goldman Sachs, Morgan Stanley, Yahoo, Chloe + Isabel, and Host Committee.

More about the team:

https://www.zola.com/about

Recent press:

https://www.zola.com/press

 

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