Senior Specialist, Happiness Delivery Team Lead
6 days ago
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 We Offer
On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.
On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.
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