CS Lead, Shopbop CS

Customer Service Lead

Application deadline : Feb 6, 2026

Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship. The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive customer experience.

Key job responsibilities :

• Manage CS help inbox including monitoring and reporting trends, utilizing tools that include but are not limited to : Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
• Monitor and guide daily workflow including phone, email and chat volume ensuring consistent coverage of all three channels
• Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
• Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
• Maintain customer feedback channels : customer comments, feedback and social media inquiries via Sprinklr and Seller Central
• Assist with hiring interview loops and onboarding of permanent and temporary staff
• Assist with new hire training program as needed
• Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
• Distribute and manage special project workflow with CSR's
• Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
• Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
• Collaborate with internal groups : QC / Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
• Sustain SLA by assisting with high volume and peak workload / acting as CSR