Rent the Runway is hiring a

Customer Insights Team Lead

Secaucus, United States

About Us: 

Described by Forbes as “Tech’s Next Billion Dollar Star” Rent the Runway is set to disrupt the $1.7T Global Fashion Industry by ensuring that rental is a habitual, convenient, daily part of getting dressed.  We believe that every woman in the U.S. and soon every woman in the world, should have a subscription to fashion that is powered by a mobile-first experience, aided by top-notch customer service and serviced by omni-channel capabilities. We also believe that fashion is an industry that should be democratized by giving everyone access to the real thing and the associated feelings of self-confidence that comes with. Since our launch in late 2009, we have raised over $125MM and built a transformative business model, proprietary technology all coded in-house, a unique reverse-logistics operation and one of the most beloved brands on earth. 5MM women in the U.S. are members of our community - many have used Rent the Runway for some of the most important events in their lives. We have also launched a foundation to support female entrepreneurship and help women build scalable businesses. There is a revolutionary spirit in our founding DNA that permeates to our culture today; Our team is smart, aggressive, entrepreneurial and ready to continue challenging old systems and rewriting new rules.

Customer Insights is the heart and foundation of Rent the Runway. CI lives the number one core value daily and does everything they can to deliver “Cinderella experiences” to RTR customers.

Position Overview:

As a Team Lead at Rent the Runway, you will be responsible for the successful on boarding of the newest members joining the Customer Insights department. Through classroom training, individual coaching, and quality assessments, you will ensure that all new hires are provided with the right tools & skills needed to perform their role. You will dedicate 50% of your time to the analysis and evaluation of team performance and 50% of your time managing a team of 10-15 highly motivated and enthusiastic Junior Customer Communications Associates. The combination provides for a fast paced, high-energy opportunity to leverage your prior experience in our environment. 

You will be the expert in all Customer Insights systems, processes and technology so that the team is a well-oiled machine ready for any challenge or change. You will be on the front lines setting the prime example for performance in each channel (phone, email, live chat) and working closely with the Senior Manager & Associate Manager to help identify opportunities for improvement.

Responsibilities:

  • Oversees 10-15 Junior Customer Communications Associates
  • Responsible for the successful on-boarding of the newest members joining the Customer Insights department
  • Manages, coaches and develops entry level customer service reps 
  • Trains Junior Customer Communications Associates on the foundation of core customer communication via email and mastering FAQs and low priority email tickets 
  • Evaluates potential to become full-time Customer Communications Associate and ongoing opportunities for career development 
  • Assimilates training classes to the customer insights team culture
  • Becomes the expert in email as a channel for communication; allocates resources properly to handle email volume by urgency
  • Continues to contribute in the channels while balancing management
  • duties
  • Acts as a first point as reference for escalated customer issues and provides coaching in the moment
  • Identifies ongoing training opportunities

Requirements: 

  • 1-3 years of management experience
  • BA/BS degree required
  • Flexible schedule including weekend, evening and holiday coverage