Customer Service Advisor (NY)

Our Customer Experience team serves as the beating heart of Threads, intricately connecting every touchpoint across the entire business to ensure our top-tier external customer service offering is as proudly managed internally too.

As Threads guardian, you will be responsible for the smooth running of all client touch points, from social media, email and calls, you will work cross functionally with all departments in Threads from Sales, Marketing, Operations and Logistics - making you an inspiring collaborator

We seek someone with the confidence and enthusiasm to carve out their own distinctive impact within Threads. As we persistently pursue the enhancement of our service standards, we invite you to become a Threads tone of voice ambassador, contributing to the ongoing evolution of our brand

Salary for this role is $50k.

Check out the progression path for this role here (it sits within the Operations team, Customer Service category)

This role and the team are hybrid based out of our New York Office. This role does have in-office expectations because of how we operate as a team and business, and although we’re really open to what those are and how they work, this team does require 3 days a week together in the office. 

We regret that we are not open to fully remote applications right now for this reason, but what we can offer is a flexible working approach which can be discussed per role and a host of team cultural activities and treats in our office.

Requirements

You Will:

• Be responsible for dealing with customer enquiries across multiple channels (social media, emails and occasional phone calls) inline with the companies SLA’s
• Implement processes and procedures to improve the standard of customer service
• Work alongside our logistics and order management team to return items to brand partners and suppliers ensuring stock levels are accurate. 
• Be professional and more than happy to go the extra mile for new, existing and potential clients, while maintaining a positive and empathetic attitude
• Manage and update returns dashboard and internal trackers to ensure all returns are processed within company SLA’s

You Have:

• Experience in a Customer Service or Customer Experience role
• A passion for great Customer Experience 
• Fashion interest; Luxury market and trends 
• Social media savvy skills and are confident with learning to use new platforms
• A natural communicator with excellent verbal skills who has a genuine passion for delivering excellent customer service
• Ability to be Calm under pressure in a fast paced environment as well as being organised and efficient and able to problem solve

Benefits

• Healthcare Options
• Employee Assistance Programme through Lifeworks
• 401K
• Staff discounts
• The Inclusive Threads DE&I Program
• 18 Days Vacation
• Flexible working, “Flex at Threads”
• Long service awards
• Mentorship & Coaching
• 12 weeks Leadership programme

About Threads:

Want to help build the future of luxury fashion commerce? If so, you’ve come to the right place.

Threads is a creative, luxury fashion personal shopping and commerce business. Through social and chat-based media, we inspire our international client base to discover the rarest luxury items. We then search the globe to procure them for our clients; this is the future of retail.

Threads is in Tech City’s Future Fifty programme which recognises some of the UK’s fastest growing businesses, pioneering the best luxury shopping experience in the world!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

Equity in selection practices

Threads practise equity in selection through targeting less represented talent pools, and offering access to development and support in interviews. We do this because we want to provide less represented groups with access to opportunities, and us, access to great people. All candidate offers are decided on the basis of qualifications, merit, and business need. If we have two candidates at the final stage, we choose the best candidate for the job.

We are a Disability Confident Employer, and have committed to the recruitment and continued employment of people with disabilities. We are working towards improved employment practices to ensure those with disabilities receive full and fair consideration for all types of vacancies as well as for training, career development and promotion. Our goal is to be recognised as an employer providing employment opportunities for people with disabilities.