Uncubed

Customer Experience Team Lead

ThirdLove, Chico, CA

Fast-growing intimates brand


ThirdLove is a fast-growing intimates brand designing bras with real women in mind. Instead of using standard industry measurements, we developed proprietary half-cup sizes based on thousands of real women’s measurements and have created a fit service that removes the hassle in finding the perfect fit. For us, it's not just about the bra — it's about how you feel in it. Our culture is entrepreneurial and dynamic, with a passionate dedication to creating beautiful products and great user experiences.

ThirdLove is growing rapidly in our new Chico office, and we are looking for a Customer Experience Team Lead join us!  If you’re interested in working for a company that is transforming the intimates shopping experience as we know it, we just might be the perfect fit for each other. 

As a Customer Experience Team Lead at ThirdLove you'll be helping shape and create a first-class experience for our customers, including: leading our Customer Experience team in Chico, working interactively with different teams, and conveying customer feedback to the rest of the company. This is an opportunity to get into a high-growth startup at the ground level and see a direct impact in your work. 

THE JOB

  • Lead the Customer Experience Team in Chico, which will handle inbound customer calls, emails and live chats, order placement and fraud prevention
  • Leverage customer feedback to identify opportunities that enhance the delivery experience
  • Collaborate with department leaders to continually improve customer satisfaction with all aspects of the brand, including but not limited to site experience, transactional emails, marketing emails, fulfillment, product quality/availability and social media
  • Organize and schedule the team to best fit customer needs
  • Communicate customer feedback with teams in San Francisco HQ
  • Work closely with our SF Customer Experience Management Team to troubleshoot and find best practices
  • Deliver high touch customer service through phone, email, live chat, and social media 
  • Adopt the ThirdLove voice and tone in order to convey our brand and personality 
  • Ready to know & love our products and technology to help customers find the right fit and style 

THE QUALIFICATIONS

  • 2-3 years of experience supervising a medium sized customer service department, preferably in the apparel eCommerce sphere
  • Bachelor’s degree required
  • Excellent time management and problem solving skills
  • Strong leadership and change management skills
  • Ability to build and maintain effective working relationships with team members along with willingness to set and maintain high standards of performance
  • The Customer Experience Team operates 7 days a week
  • Saturday AND Sunday availability required

THE PERKS

  • Comprehensive health benefits
  • Quarterly product allotment -- a package of the world’s best bras every 3 months!
  • 401k plan
  • Member of AnyPerk, offering many special discounts
ThirdLove® is empowering women to feel comfortable and confident in their everyday lives. We make bras that fit perfectly, feel incredible, and look stellar.

We’re a rapidly growing team (over 200 today and doubling in size this year) based in San Francisco with offices in Chico, CA and Argentina. We’re funded by Tier 1 investors and are disrupting a $100 billion global market. We’re one of the fastest growing consumer brands in the country, and known as ‘the brand to catch Victoria’s Secret’.

Our culture is collaborative, fast-paced, and data-driven with a strong focus on designing beautiful products and creating a seamless user experience. Instead of using standard industry molds, we developed proprietary half-cup sizes based on real women’s measurements and created a Fit Finder® Quiz that removes the hassle in finding the best size. To date, over 9 million women have taken our easy-to-use Fit Finder® Quiz.

Five core values drive all of the work we do:
- Put customers first. Do things that make our customers happy.
- Adaptive. Defy standard conventions. Be nimble and embrace change.
- Curious. Strive to always learn and grow.
- Engaged. Be Present. Lift others up. Be your best self.
- Responsible. Gain others’ trust by being respectful, reliable, and accountable.

If you want to impact millions of people each and every day, and you share these values, we’d love to connect.

ThirdLove is an equal opportunity employer and values diversity at the company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, genetics, marital status, veteran status, or disability status.

About ThirdLove

ThirdLove is a fast-growing intimates brand. Our mission is to help every woman find her perfect fit by combining the best design and technology.

Want to learn more about ThirdLove? Visit ThirdLove's website.