Supervisor, Consumer Service

The Supervisor, Luxury Consumer Services, is responsible for leading and mentoring a team of 15-25 remote associates to ensure a world-class luxury service experience for our customers. This role requires a strong leader who can drive team performance, maintain high service standards, and foster engagement in a remote environment. The Supervisor will oversee daily operations, coach associates, ensure service levels are met, and implement process improvements to enhance efficiency and customer satisfaction. This is a remote role for North America (US/Canada). Standard hours are Monday through Friday, with flexibility based on business needs. RESPONSIBILITIES:Lead & Develop Team Performance: Provide ongoing coaching, mentorship, and support to a team of remote associates, ensuring they consistently meet or exceed service expectations.Operational Oversight: Monitor daily operations, ensuring appropriate staffing levels, adherence to performance goals, and timely service to customersLuxury Customer Experience: Ensure all interactions align with luxury service standards, emphasizing high-touch, personalized experiences.Process Improvement & Efficiency: Identify and implement best practices to enhance operational efficiency and customer satisfaction.Hiring, Training & Development: Participate in the hiring process, oversee onboarding, and provide continuous training opportunities to develop associate skills.Employee Engagement & Retention: Foster a positive team culture by recognizing achievements, encouraging professional growth, and maintaining open communication.Quality Assurance & Compliance: Ensure adherence to company policies, procedures, and compliance standards through consistent coaching and feedback.Data-Driven Decision Making: Analyze performance reports and business trends to inform strategic initiatives and improve service delivery.Collaboration & Communication: Partner with cross-functional teams, including Customer Experience, Marketing, Sales, and Product Compliance, to align service strategies with business goals. BASIC QUALIFICATIONS: