Secondhand Spotlight: Raquel

March 17, 2025

‍In honor of Women's History Month, we're profiling some of the many brilliant women who drive ThredUp's mission of personal expression through sustainable fashion. This week, we talked with Raquel, Customer Service, and how she goes all out for impact in her demanding role.

What is your professional background?

My professional background in client services is built on a foundation of strong communication, problem-solving, and relationship management. Over the years, I’ve worked closely with clients across various industries, ensuring their needs are met with personalized solutions and exceptional service. I take pride in my ability to foster trust, navigate challenges, and create meaningful connections that drive both customer satisfaction and business growth. As a woman in this field, I am passionate about advocating for inclusivity, mentorship, and empowerment, ensuring that client services is not just about business transactions but about building lasting partnerships.

What is your role at TU?

As a Customer Service Lead at ThredUp, my role is to ensure that our customers receive exceptional support and a seamless experience. I oversee daily customer interactions, assist in resolving complex issues, and mentor team members to enhance service quality. I also collaborate with different departments to improve processes and drive customer satisfaction. My goal is to create a positive and efficient support environment that aligns with ThredUp’s mission of sustainable fashion and customer-centric service.

What is challenging about it?

I am passionate about my work, and when challenges arise, I approach them with a proactive mindset rather than reacting impulsively. This approach is something I consistently practice in collaboration with my team, allowing us to navigate obstacles effectively and maintain a productive work environment.

What do you love about it?

What I truly love about my role at ThredUp is the opportunity to mentor and elevate my agents, equipping them with all the necessary tools for success and providing unwavering support. I find immense satisfaction in nurturing my team, much like ThredUp has invested in my own growth. Delivering an exceptional customer experience is at the core of what I do, ensuring that both my agents and our customers feel genuinely heard, valued, and supported. Follow-up is a cornerstone of my approach; it's not just about resolving issues but ensuring ongoing satisfaction and improvement. I deeply appreciate ThredUp's inclusive culture where everyone, regardless of tenure, has an equal chance to succeed. Here, it's clear that every individual matters, and success is not solely based on seniority but on merit and contribution.

What is the most important thing to you about working at TU?

The most important thing to me about working at ThredUp is the company's strong vision and the core values we live by, especially the DOTS Values. These values, Delivering an exceptional customer experience, Openly giving and receiving feedback, Teaming up to make ThredUp a success, and Striving for excellence, resonate deeply with me. I appreciate how these principles foster a collaborative and inclusive culture where everyone is seen, valued, and plays an essential role in the company’s success. Being part of a team that upholds these values is truly motivating and inspiring to me and makes it so easy to come to work everyday.