CS Lead, Shopbop CS

Application deadline: Apr 7, 2026 Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship. The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience. Key job responsibilities

• tManage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools
• tMonitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels
• tFacilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA
• tMaintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction
• tMaintain customer feedback channels: customer comments, feedback and social media inquiries via Sprinklr and Seller Central
• tAssist with hiring interview loops and onboarding of permanent and temporary staff
• tAssist with new hire training program as needed
• tManage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues
• tDistribute and manage special project workflow with CSR's
• tAdopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff
• tServe as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot
• tCollaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues
• tSustain SLA by assisting with high volume and peek workload /acting as CSR

BASIC QUALIFICATIONS - 6+ months of KDP Tier 2 customer support experience PREFERRED QUALIFICATIONS - 2 years of experience in high-touch Customer Service, retail, or service/luxury industry Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. USA, , Virtual - 18.00 - 25.00 USD hourly Apply tot his job Apply To this Job