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Come work with us! Building the worlds largest platform for like-new clothing is a unique and exciting opportunity and a chance to improve the lives of families while reducing our impact on the planet.

Job Openings

Contact Us

thredUP Inc.
114 Sansome St
5th Floor
San Francisco, CA 94104

hireme@thredup.com

Customer Support Workforce Project Manager

Phoenix, AZ - Full-time

apply now
About thredUP

thredUP is the largest online marketplace for secondhand clothing. We make buying and selling a cinch for millions of women across the globe. The company resells more than 35,000 brands across hundreds of categories at up to 90% off the original retail value. Headquartered in downtown San Francisco and backed by world-class investors, thredUP is reinventing the secondhand clothing industry and inspiring a new generation of consumers to think secondhand first. 

About the Role

As a Customer Support Project Manager at thredUP, you will oversee the day-to-day operations of our Customer Support team across the globe. While reporting to the Customer Support Senior Manager, you will help build out our Customer Support Operations program to ensure that thredUP continues to provide remarkable service to all of our customers by meeting our customers when and where they need us.  


Responsibilities

  • Work with CRM platform to define customer service workflows
  • Write and improve customer service processes
  • Aggregating and analyzing CS performance to recommend areas of opportunity for the organization
  • Managing schedules of team members according to customer demand and any service level agreements
  • Developing standard operating procedures for common situations
  • Managing the feedback loop between Distribution Centers and Customer Support
  • Execute key initiatives in CS that affect all departments and scale efforts
  • Handling high priority escalations
  • Managing relationships with 3rd party CS support service providers 
  • Partner on cross-functional initiatives throughout the company
  • Serve as a thought partner for leaders across the organization, ensuring that they’re equipped with the tools necessary to manage their business.
  • Assist in managing, coaching, and developing a team of CS Reps focused on internal operations when needed.

Requirements

  • Outstanding people skills and experience with coaching and personal development
  • Strong organizational and project management skills
  • Work experience in customer service management, consulting, tech or startups a plus
  • Grace under fire, comfortable with ambiguity
  • Experience managing and developing team members
  • Bachelor’s degree or equivalent preferred; 4-5 years of experience in a CS or Ops Management role
  • Experience in scheduling and business forecasting
  • Experience & comfort navigating ambiguous environments and solving complex problems in the simplest way possible
  • Ability to simplify difficult problems into actionable and solvable tasks
  • Keen attention to detail, and passion for process improvement
  • Motivated, energetic and driven individual with the ability to learn new skills and grow with the role

At thredUP, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we believe diversity is key. As a diverse and inclusive workplace, 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. Everyone is welcome - be you.