Remote Online Fashion Assistant Jobs (NOW HIRING)

Director of Customer Service

Allume is an online fashion styling service for busy professional women. We combine human connection and data science to provide a WOW experience that clients can't get from other places. Our team is passionate about making clients happy, supporting each other, and building an iconic brand. We are backed by True Ventures and GGV Capital and based in Menlo Park, CA. We are growing fast and looking for amazing folks to join us!

What We're Looking For

We're looking for an experienced customer support / customer experience leader. Unlike many CS organizations, customer service is a fundamental part of our core client experience. Our product is an amazing text-based personal styling experience where client and stylist interact, stylist finds amazing clothes, and the client orders them. Our client/stylist support agents manage every step of this process: answering client and stylist questions, ensuring stylists are meeting our high standards, providing client follow-up, and processing client orders. We are looking for a leader who will improve support processes (training, new tools/processes, manage to KPIs) and will serve as the direct line of customer feedback into our engineering team. To be successful in this role, you need to be a team/ culture builder, strategic planner, day-to-day operational manager, and have strong user experience instincts. You'll be an important member of the Allume leadership team.

What You'll Do

• Build a world class team of local and remote agents, recruit, train, and develop superior customer service representatives, stylist support agents, and order placement managers. Build a culture of agents who are customer obsessed and driven to improve customer experiences.
• Lead your team to effectively and efficiently execute customer and stylists support across email, text, and social while continually improving core business metrics (buy rate, cart size, NPS) and CS efficiency metrics.
• Provide continual evaluation of processes and procedures and suggest methods to streamline operations through improved processes and additional technology.
• Advocate for customers internally and improve the client shopping experience. Identify root causes to common or high impact customer problems and work with teams across the company to fix them. Use customer-based insights to improve shopping experiences.
• Work as a member / leader of special or ongoing projects that support overall business objectives, client & stylist experience, order placement, and customer service improvements.
• Overall, help the CS organization scale people, processes, and tools to keep up with our rapid business growth.

What We'd Like to See in You

• 8+ years experience in customer support or operations. Experience in ecommerce and fashion a plus.
• A strong people leader with demonstrated ability to hire, promote and develop talent in a rapidly scaling environment.
• Passion for great customer service. Obsessed about providing amazing experiences.
• Incredible organization and project management skills. Loves figuring out a new way to uplevel process and tools.
• Strong collaborator with other parts of the organization.
• Ability to maintain a demanding schedule in a dynamic work environment.
• Self-motivated, excited, and willing to drive change.

Why Join Us

• We believe that tech will reinvent fashion. The human desire for clothes that make you feel great has always been there. Now, we can use tools and data to give clients deeply personalized service.
• We believe that we are building a really big company. The $350BN US fashion industry is ripe for disruption. And, we believe that a new way to shop will take a huge part of that spend. We backed this up by being generous with equity. We want our success to be your success.
• We are passionate about making our customers happy (both clients and stylists).
• We are committed to each team member's personal growth. We will give you hard, interesting projects that stretch you. We encourage autonomy and accountability. Your contributions make a big difference.
• We are committed to everyone's voice being heard regardless of function or level. We are committed to transparency of information and feedback.
• We are committed to enjoying the folks we work with. We are a deeply passionate and committed team. We are genuinely happy to be at work each day.
• We believe in diversity. We celebrate each other's individuality and unique skill sets.
• Learn about cold shoulder, statement pieces, and ombre. Be exposed to strange analogies.

To apply contact careers@allume.co.