Customer Support Supervisor (Utah Only)
About Ivy City Co.
Ivy City Co. is a private equity backed women’s fashion brand founded in 2015 by a group of mothers and friends dedicated to creating unique feminine dresses that evoke timelessness and confidence in all ages and sizes.
About the Role
We are seeking a dynamic, experienced Customer Support Supervisor to lead our customer support team. This role will be performed remotely from Utah with in-office days typically once per quarter. Our Customer Support Supervisor plays a critical role in ensuring every Ivy City customer has a positive and memorable experience. You will be responsible for working and collaborating with the Customer Experience Director to oversee customer service operations, improving customer satisfaction, and driving team success through leadership and innovative problem-solving.
Key Responsibilities:
Team Leadership & Development:
- Assist in providing ongoing training for team members, including team calls, QA tickets, 1:1s and quarterly reviews
- Assist with onboarding and training of new customer service representatives.
- Be available to help the team find solutions to customer inquiries.
- Foster a positive and collaborative team environment.
Customer Support Operations:
- Oversee day-to-day customer service operations across multiple channels, including answering customer questions.
- Research and resolve escalated customer inquiries by leveraging internal resources and knowledge bases.
Process Improvement:
- Monitor key performance indicators (KPIs) to ensure timely and brand-aligned customer support.
- Partner with Customer Experience Director to evaluate potential new products with existing partners and potential partners.
- Collaborate with Customer Experience Director and team to improve processes as needed.
Customer Experience Strategy:
- Work directly with Customer Experience Director to provide customer feedback.
Qualifications:
- 2+ years of experience in customer service management, preferably in e-commerce, retail is a plus.
- Proficiency with customer service software and CRM platforms (e.g., Zendesk, Gorgias, Kustomer, etc...), familiarity with CX AI is a plus.
- Familiarity with Shopify and its customer management features.
- Proven leadership skills with experience managing and developing a team.
- Strong communication skills, both written and verbal.
- Exceptional problem-solving and conflict-resolution skills.
- Ability to multitask and adapt in a fast-paced environment.
Why Ivy?
- Remote Work Schedule (with quarterly in-office days)
- Flex PTO
- 401k with Employer Match
- Health insurance benefits
- Paid parental leave
- Paid short term and long-term disability
- Company events
- Employee discount
How to Apply
If you’re interested in joining the team, send a copy of your resume and your preferred salary range to careers@ivycityco.com.
