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Join the LuCrew!

Lulus Vision

At Lulus, our team is committed to offering the best possible service to our customers throughout the world. Our fun and casual work environment focus on innovation and teamwork at all levels of the organization. We are always on the lookout for talented and dedicated people to join the Lulus team as we continue to build our community!

Our Commitment

Lulus is proud to be an equal-opportunity employer and strives to create an organizational climate that fosters belonging, dignity, and justice so that all of our team members can show up as their authentic selves and thrive. We are committed to increasing the representation of marginalized people across our team through hiring practices that value lived experience and unique perspectives. Our work environment embraces creative expression, collaboration, and connection without the expectation of assimilation.

The Customer Service Shift Supervisor is responsible for assisting the Customer Service Manager in maintaining a positive and productive work environment. The person occupying this position is expected to provide leadership to the shift leads and peer, trainers, while assisting the CS Manager in administrative tasks as needed. As a result of this person's efforts, Lulus Customer Service Department will continue to provide the highest level of customer service.

Shift Schedule: 8:00 AM-5:30 PM PST

What You'll Do

• Assist the Customer Service Manager in monitoring individual and team performance

• Motivate the team to exceed individual and team targets by utilizing metrics for quality, customer satisfaction, and performance KPIs

• Measure performance with key metrics such as call abandonment, calls waiting, etc

• Ensure adherence to policies for attendance, established procedures, etc

• Prepare quarterly/annual results and performance reports

• Conduct bi-weekly performance updates to provide ongoing feedback

• Recognize and reinforce individual and team accomplishments Issue written warnings and Performance Improvement Plans (PIPS) as needed

• Assist manager with quality assurance audits

• Troubleshoot issues on shift and create helpdesk tickets to resolve issues as they arise

• Troubleshoots escalated issues on shift as presented by shift leads and peer trainers

• Disseminate department updates as assigned by the Customer Service Manager

• Recognize individual and team accomplishments

• Report red flags in performance and/or morale to the Customer Service Manager

• Performs other assignments from time to time as requested by the Customer Service Manager to achieve department and company business goals

  
  

What You'll Need

• High school diploma / GED

• Two to three years of experience supervising teams

• Two to three years of experience providing customer service or support via phone or live chat; or equivalent experience providing customer service in-person

• Ability to work with confidential information in a professional manner

• Excellent communication; written, oral, and group facilitation

• Advanced knowledge of professional phone etiquette

• Advanced knowledge of grammar and punctuation

• Demonstrate cooperative behavior with colleagues, supervisors, and managers at all times

• Work well under pressure; meet multiple, and sometimes competing deadlines

• Ability to build and maintain positive relationships both internally and externally

• Advanced knowledge of Microsoft Office and Google Drive

• Ability to apply logical thinking and sound judgment to a wide range of practical problems

  
  

What You'll Love About Us

• Great Company Culture - Where you can be you!

• Work that stays at work - Genuine work/life balance

• Rest and Relaxation - Paid time off, 8 Holidays, 2 floating days

• Health Benefits - Medical with FSA, Dental, and Vision

• Prepare for the future - 401(k) with a 4% company match

• Wardrobe Perks - 30% employee discount!

  
  

We're ready to meet you! Come help us achieve our ambitious goals!

Beware of scammers posing as Lulus employees or recruiters. All communication from Lulus will come from a Lulus.com email address, or via our internal HR system, Paycom. Lulus will never ask candidates to pay any fees or to provide bank account information as a condition of accepting a job offer. If you have any concerns, see suspicious job advertisements, or receive suspicious communications that reference Lulus, please email careers@lulus.com.