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Director, Customer Support



Customer Service
Scottsdale, AZ, USA
Posted on Friday, September 22, 2023

About thredUP
thredUP is transforming resale with technology and a mission to inspire a new generation of consumers to think secondhand first. By making it easy to buy and sell secondhand, thredUP has become one of the world’s largest resale platforms for women’s and kids’ apparel, shoes and accessories. Sellers love thredUP because we make it easy to clean out their closets and unlock value for themselves or for the charity of their choice while doing good for the planet. Buyers love shopping value, premium and luxury brands all in one place, at up to 90% off estimated retail price. Our proprietary operating platform is the foundation for our managed marketplace and consists of distributed processing infrastructure, proprietary software and systems and data science expertise. In 2018, we extended our platform with thredUP’s Resale-As-A-Service (RaaS), which facilitates modern resale for a number of the world’s leading brands and retailers. thredUP has processed over 125 million unique secondhand items from 35,000 brands across 100 categories. By extending the life cycle of clothing, thredUP is changing the way consumers shop and ushering in a more sustainable future for the fashion industry.

Job Description

How You Will Make An Impact

As the Director, Customer Service, you will develop and provide strategic direction, leadership, and oversight in all aspects of leading the Customer Service team for thredUP. You will foster a culture of high-performance that consistently delivers an exceptional customer experience. You will develop partnerships and collaborate with other business leaders across the company to connect our CS team to other teams (Marketing, Brand, Ops) in a way that puts our customer experience on equal footing with process & profit. We want you to think creatively about solutions that integrate both service and selling by offering innovative ways thredUP can better support our customers through new platforms, channels, etc. You must be a dynamic leader that understands the value of people and process, one that demonstrates exceptional personal communication, and is accessible to the team. You believe that good and impactful things can happen with your efforts and have the metrics to prove it.

In This Role You’ll Get To:

  • Directs and oversees all aspects of customer service policies, objectives, and initiatives.

  • Shape and execute on a vision for an industry leading customer service experience.

  • Assess, develop and grow the CS Leadership team.

  • Venture outside your team’s normal scope, partnering with other thredUP leaders to innovate on behalf of our customers

  • Evaluates existing systems and processes. Identify and recommend updates and expansions to the technology and equipment that may improve service and retention.

  • Sets performance standards to meet and enhance service goals for the company. Analyze team performance to drive improvement in KPIs and close performance gaps.

  • Improves the accuracy and actionability of our data; managing the creation of dashboards and reporting of progress against key metrics to the executive team.

  • Prepares performance reports by collecting, analyzing, and summarizing data and trends

  • Analyzes key metrics, daily, weekly and quarterly reports, and performance indicators to identify areas of focus and/or necessary improvements

  • Contributes information and analysis to organizational strategic plans and reviews.

  • Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every contact.

What We’re Looking For:

  • Excellent interpersonal skills and ability to establish trust and partner with a wide range stakeholders through outstanding oral/written communication skills

  • Bachelor’s degree or relevant work experience (7-10 years) leading in a high volume customer service / support department required.

  • Proven track record of leading customer support design and operations.

  • Proven ability to drive an exceptional customer experience through others – and consistently achieves profitable results.

  • Broad and comprehensive understanding of the customer experience in an eCommerce environment.

  • Proven track record for establishing, implementing, building and delivering operational KPIs to ensure operations are in compliance with thredUP’s organizational values and expectation.

  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the business.

  • Ability to develop and influence strategy, to include making recommendations and persuading senior leadership across multiple functional areas of the business.

  • Demonstrates the ability to inspire and develop teams and effectively communicates with others at all levels.

  • A proven track record of professional and leadership growth

What We Offer:

  • Hybrid work environment: 3 days in the office and 1 day remote each week
  • Employee stock purchase plan
  • Medical, dental, vision, 401k, life and disability insurance offered
  • We live by our Core Values of Transparency, SpeakingUP, Thinking Big, Infinite Learning, Influencing Outcomes & Seeking the Truth
  • RaaS - Inc. Magazine, 2022 Power Partner Awards
  • Thrift the Look– TIME Magazine, The Best Inventions of 2022
  • Winner of Lattice's “People Vision” - recognizing thredUP as a top place to work for our investment in professional development and our innovations in work-life integration

We believe diversity, inclusion and belonging is key for our team

At thredUP, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we are proud to have fostered a workplace that is one-of-a-kind. As a company focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Be you.

If you are a candidate with a disability and have a reasonable accommodation request for the job application process, please email the specific details of your disability related accommodation request. This email address is reserved for candidates with disabilities only. General application inquiries will not receive a response.

Before you go, our legal team wants you to know...You must be at least 18 years old and have basic English literacy skills. Employment with thredUP is contingent on each candidate passing a 7-year background check.