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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.

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

hireme@thredup.com

Customer Support Team Manager

San Francisco, CA - 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 Team Manager at thredUP, you will oversee a team of Customer Support Representatives and Social Media Support Representatives, located in our HQ office in San Francisco. While reporting to the Customer Support Senior Manager, you will help build out our Customer Support program to ensure that thredUP continues to provide remarkable customer service to all of our customers!

Responsibilities

  • Manage, coach, and develop a high-performing team of CS Reps and Social Media CS Reps.
  • Responsible for overall team performance against KPIs.
  • Analyze data, trends and operational support metrics to help develop strategic plans.
  • 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.
  • Execute key initiatives in CS that effect all departments and scale efforts.

Requirements

  • Experience managing and developing team members.
  • Experience with social media customer support, either as a manager or as an individual contributor.
  • 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.
  • Located in the San Francisco Bay Area and able to work in our SF office.
  • Bachelor’s degree or equivalent preferred; 4-5 years of experience in a people management role.