Le Tote

Le Tote is searching for an experienced leader to manage our growing Customer Care team in a highly dynamic and evolving environment. You’ll manage a team of leaders and talented representatives and serve as a key contributor toward improving our customer experience and driving customer loyalty. We’ll be looking to you to motivate and mentor our broader Customer Care team, set the vision for our ongoing and expanding support strategy, and turn customer insights into opportunities for improvement. You should have a track record of building support operations and scalable infrastructure, and collaborating with business partners to create positive change.

Core Responsibilities:

• Build strategies that support and continue our focus on building a best in class Customer Support experience
• Build the strategy to further expand and diversify our Customer Care and Operations Support teams in a highly dynamic business
• Develop business plans to support the organization in achieving its priorities and KPIs
• Scale the organization through headcount, systems, and processes to meet growth needs
• Establish individual and team metrics with clear expectations to drive accountability
• Identify, develop, and manage all support systems and processes
• Facilitate and support relationships between Customer Care and key stakeholders across strategy, operations, merchandising, marketing, and the leadership team
• Integrate, scale, and maintain the quality of any offshore/remote support teams
• Evaluate and continually optimize workflows and systems to boost efficiency and increase customer satisfaction

General Competencies and Requirements:

• 5+ years managing a Customer Care, Customer Success, or Customer Experience organization
• Experience running a support team for a consumer goods or services business at a technology company a plus 
• Experience spinning up and managing outsourced vendors and remote teams
• Experience delivering on KPIs and demonstrating ROI
• Player-coach mentality; not afraid to lead by example 
• Exceptional interpersonal, written, and oral communication skills 
• Analytic, data-driven and rational approach to decision making and optimization
• Ability to think strategically and maintain the bigger picture even under the pressures of the day-to-day
• Demonstrated commitment to building a team-oriented, collaborative, and humble culture
• Keeps the customer at the forefront of decision making
• Zendesk and Talkdesk experience a plus

About Le Tote

At Le Tote, it is our mission to define the future of retail. By bringing together tradition and technology, we make fashion accessible to everyone, every day. Our unique model gives customers access to an endless closet of clothing and accessories for a monthly membership fee. We feature hundreds of top brands including BCBG, Calvin Klein, Free People, French Connection, Gorjana, KUT From the Kloth, Levi’s, Nike, Rachel Roy, Tahari and Vince Camuto

We’re not just a retail or fashion company. We’re building the next generation of retail by taking a highly analytical, data-driven and customer first approach. We’re a team of challengers, problem solvers, creative thinkers and boundary pushers. If you want to tackle ambitious goals and make a big impact, we want you!

Le Tote has customers in 48 states and the company has seen 100%+ growth year over year for the past 3 years. We have raised over $75mm to date and we are backed by top-tier venture capital firms including Andreessen Horowitz, Azure Capital, Google Ventures Sway Ventures and Y Combinator.

At Le Tote, it is our mission to define the future of retail. By bringing together tradition and technology, we make fashion accessible to everyone, every day. Our unique model gives customers access to an endless closet of clothing and accessories for a monthly membership fee. We feature hundreds of top brands including BCBG, Calvin Klein, Free People, French Connection, Gorjana, KUT From the Kloth, Levi’s, Nike, Rachel Roy, Tahari and Vince Camuto

We’re not just a retail or fashion company. We’re building the next generation of retail by taking a highly analytical, data-driven and customer first approach. We’re a team of challengers, problem solvers, creative thinkers and boundary pushers. If you want to tackle ambitious goals and make a big impact, we want you!

Le Tote has customers in 48 states and the company has seen 100%+ growth year over year for the past 3 years. We have raised over $75mm to date and we are backed by top-tier venture capital firms including Andreessen Horowitz, Azure Capital, Google Ventures Sway Ventures and Y Combinator.