Senior Specialist, Happiness Delivery Team Lead

In short

12-month Maternity Leave Contract

As the Team Lead (Senior Specialist) for our Happiness Delivery team, you will lead a group of expert problem-solvers to ensure our customers are happy, and our operations run seamlessly. Your role is centered on both front-line excellence and advanced problem solving. You'll inspire a team that serves as the first point of contact for our direct e-commerce customers, while also guiding them in handling complex inquiries and supporting our broader frontline partners. Your ultimate goal is to deliver a truly world-class customer experience, ensuring every interaction ends with a "WOW."

Your Mission

• Lead and develop your team of up to 8 employees, providing daily guidance, mentorship, and performance coaching through regular one-on-ones and team meetings.
• Manage team performance against key metrics such as customer satisfaction and resolution time, implementing strategies for continuous improvement.
• Serve as the primary escalation point for the most complex or sensitive customer cases, providing clear direction and decisive resolution with a "wow" factor.
• Analyze recurring issues and collaborate with other departments and our BPO partner team to identify root causes and implement lasting solutions.
• Partner with fellow team leads to motivate Happiness Deliverers to exceed KPIs and foster continuous learning and professional development.
• Manage and prioritize multiple concerns simultaneously across phone, email, and live chat, ensuring all inquiries are resolved with urgency and care.
• Work closely with our third-party warehouse and shipping partners regarding orders, returns, and any discrepancies.
• Prioritize and delegate the team's workload as it relates to order management, returns, credits, shortages, warranties, and general inquiries.

Your story

• Significant experience in a customer-facing or operational role, with at least 3+ years of proven leadership experience as a team lead, supervisor, or senior team member.
• Expert-level problem-solving, de-escalation, and decision-making abilities with excellent attention to detail.
• Strong leadership, coaching, and motivational skills with a genuine passion for people development.
• An empathetic and patient nature, coupled with excellent communication skills for managing both team members and stakeholder relationships across all levels and functions.
• The ability to foster a positive and resilient team environment.
• Experience using CRM systems/Google suite
• Experience in DTC E-commerce (Fashion Retail) is a plus
• Full professional proficiency in English is required.

What to expect

We want to set everyone up for success, so here's the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.

• Step One

It starts with you...

You'll start by submitting your application to a specific role. We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.
- Step Two

Interview with a recruiter

What ignites your spirit? This is where we'll start getting to know all about you and what makes you tick – and it's your first chance to get a feel for our culture. Chatting with a member of our talent team, you'll learn more about On and how we work. We'll learn about what motivates you and what you could bring to the team.
- Step Three

Interview with a hiring manager

Ready to dig into the details? This second interview will be held with your future manager and will focus on the specifics of the job. Together you'll delve into your unique skills and experiences and how they could be relevant at On. It's also a time to assess how you might feel working side-by-side. Bring any questions you have about the job, the team or anything else you might like to know – this is an open forum.
- Step Four

The Case Study

What's your style? This task will help us understand how you think, face a challenge and give insight into your novel ideas. Designed to give everyone their best shot, your case study is based on something you might typically experience on the job. This is your chance to show us what you've got. So express yourself. Be you.
- Step Five

The Experience Day

Your first taste of the Oniverse. This is a time to meet some of the people you'll be working closest with. In person or virtually, you'll get a feel for the day-to-day at On and the people who make it happen. You'll chat with a few potential teammates - the conversations will be as equally driven by the role and your experience as by our values. We believe how you do things is just as important as what you do.
- Step Six

The Result

Are we a good fit? We'll get together internally to share our feedback and decide if we're a match. We know that job searching is a big time investment, so it's not a decision we take lightly. It's also time for you to reflect on the experience – are we the right place for you? No matter the outcome, we'll give you meaningful feedback.

Step One:

It starts with you...

You'll start by submitting your application to a specific role.

We try to keep this step as simple as possible. We do get a lot of applications, but we review them all. We ask that you allow around 14 days for us to come back to you with a response. If you are a good fit to the role, someone will follow up with you within that window. If you didn't receive a reply, or were unsuccessful this time around, we encourage you to look for other possible matches at On.