Online Customer Service Team Leader
Job title: Online Customer Service Team Leader in Jersey City, NJ at Dior
Company: Dior
Job description: Company DescriptionFrom 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior. Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.Parfums Christian Dior is part of the LVMH Group.Job DescriptionWe are seeking a dynamic, results-driven Team Leader to oversee, coach, and inspire a team of client service agents in a luxury digital environment. In this role, you will be responsible for driving individual and team performance, ensuring exceptional service quality and delivery, and fostering a positive and efficient work environment. You will play a critical role in maintaining operational excellence, meeting KPIs, and upholding the brand’s standards of client care.PRINCIPAL DUTIES AND RESPONSIBILITIESTeam Management & Leadership
- Lead, motivate, and support a team of online beauty consultants to achieve service, sales and performance targets.
- Conduct regular 1:1s, team huddles, and performance reviews, in partnership with leadership.
- Set clear expectations, monitor productivity, and provide coaching and feedback.
- Foster a positive, inclusive, and high-performance team culture.
- Track and analyze team KPIs (e.g., response time, customer satisfaction, resolution rates, channel queues).
- Identify training needs and performance gaps; implement improvement plans as needed.
- Ensure compliance with call scripts, quality standards, and service procedures.
- Manage daily workflow, schedules, and resource allocation to maintain service level targets.
- Handle escalated customer issues, ensuring timely and satisfactory resolution.
- Collaborate with cross-functional teams to improve tools and processes as needed
- Manage team to individual and collective sales and quality of service KPI targets
- Prepare and deliver team performance reports and actionable insights to leadership.
- Identify trends in customer inquiries and escalate opportunities for improvement.
- Identify and escalate any issues presented to leadership
- Support onboarding of new agents and ongoing skill development for existing team members.
- Champion best practices, knowledge sharing, and continuous learning.
- Proven experience managing client service teams, with a strong understanding of customer service workflows and business processes.
- Background in the luxury or cosmetics industry, with experience serving high-value clients in demanding environments.
- Proficient across all client communication channels (phone, email, chat, social messaging, video).
- Strong commercial mindset with the ability to support product selection and drive conversions, especially in remote selling scenarios.
- Excellent communication skills, including strong elocution, storytelling, and writing abilities.
- Deep understanding of luxury service standards and the ability to coach a team to deliver them consistently.
- Tech-savvy, with the ability to use and adapt to multiple digital tools in a fast-evolving environment.
- Demonstrated resilience and sound judgment in managing team dynamics and complex client issues.
- Solutions-focused with a proactive, troubleshooting approach and ability to make clear recommendations.