Are you passionate about customer service and ready to take the next step in your career? Shopbop, a leading fashion retailer owned by Amazon, is hiring a Customer Service (CS) Lead to join its team. This role is perfect for candidates who have mastered the basics of customer service and are eager to grow into a leadership position.
The CS Lead position is more than just answering customer questions it’s about guiding a team, resolving escalated issues, and ensuring every customer enjoys a world-class shopping experience. If you’re looking for a career that combines leadership, problem-solving, and customer satisfaction, this opportunity could be the right fit.
Key Responsibilities
As a CS Lead at Shopbop, you will take on supervisory responsibilities while still being hands-on with customer interactions. Your main duties include:
- Inbox Management: Oversee the CS help inbox, monitor trends, and report insights using tools like Seller Central, SIM, Sprinklr, and Fulfillment Control Center.
- Workflow Oversight: Guide daily operations across phone, email, and chat channels to ensure smooth coverage.
- Escalation Handling: Act as the point of contact for escalated customer issues, using judgment to resolve problems quickly.
- Customer Feedback: Monitor customer comments, social media inquiries, and feedback channels to improve service quality.
- Training & Onboarding: Assist with hiring, interview loops, and training new employees.
- Collaboration: Work closely with internal teams such as Returns, Merchandising, Buyers, and Warehouse to resolve customer-facing issues.
- Policy Compliance: Ensure CS policies are followed consistently and provide coaching to representatives.
- Special Projects: Distribute and manage project workflows among CSRs.
- Service Level Agreements (SLA): Help sustain SLA targets by assisting during peak workloads.
This role blends leadership with direct customer service, making it ideal for someone who enjoys both guiding a team and solving customer challenges.
Qualifications
To qualify for this role, candidates should meet the following requirements:
- Basic Qualifications:
- At least 6+ months of KDP Tier 2 customer support experience.
- Preferred Qualifications:
- 2 years of experience in high-touch customer service, retail, or luxury service industries.
- Strong communication skills and the ability to handle stressful situations with professionalism.
- Experience using customer service tools such as Sprinklr, Seller Central, or call center management systems.
Experience Needed
This position is designed for individuals who already have experience in customer service and are ready to step into a leadership role. Candidates should have:
- Hands-on experience resolving customer issues across multiple channels (phone, email, chat).
- Exposure to retail or luxury service environments where attention to detail and customer satisfaction are critical.
- Experience mentoring or training new employees is a plus.
- Ability to collaborate across departments and manage escalations effectively.
Benefits of Working at Shopbop
Joining Shopbop as a CS Lead comes with several benefits:
- Career Growth: Gain leadership experience while working in a fast-paced, global fashion retail environment.
- Inclusive Culture: Shopbop and Amazon are committed to diversity, equity, and inclusion, ensuring a supportive workplace.
- Comprehensive Benefits: Employees may receive medical, financial, and wellness benefits as part of Amazon’s total compensation package.
- Work-Life Balance: Flexible policies and accommodations are available for employees with disabilities or special needs.
- Networking Opportunities: Collaborate with multiple departments including merchandising, warehouse, and product management.
Salary Range
Compensation for the CS Lead role varies depending on location and experience:
- Colorado Base Pay: $38,300 – $53,000 per year.
- National Base Pay: $37,200 – $59,700 per year.
- Additional compensation may include equity, sign-on bonuses, and other benefits.
This competitive salary reflects Amazon’s commitment to rewarding employees fairly based on skills and market location.
Why Apply?
The CS Lead role at Shopbop is a fantastic opportunity for anyone looking to grow in customer service leadership. You’ll not only manage escalations and workflows but also play a key role in shaping the customer experience. With strong benefits, competitive pay, and the chance to work in a dynamic retail environment, this position offers both stability and growth.
Application Deadline
The application deadline for this role is February 6, 2026. Interested candidates should apply as soon as possible to be considered.
How to Apply
Applicants can apply directly through Amazon’s career site. For more details on workplace accommodations or benefits, visit Amazon’s employee benefits page.
Final Thoughts
If you’re motivated, detail-oriented, and passionate about delivering exceptional customer service, the CS Lead – Shopbop CS role could be your next career move. With responsibilities that balance leadership and customer interaction, this position is ideal for professionals who want to grow within Amazon’s customer service network.
Apply today and take the next step toward building a rewarding career in customer service leadership.
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