Customer Service Team Leader - Remote

Overview

As the Customer Service Team Leader for HOKA Wholesale, you will manage the day-to-day operations and resources within the Customer Service team to achieve Deckers’ levels of service while promoting an inclusive and supportive work environment.

In Short

• Manage day-to-day operations of the Customer Service team.
• Promote a customer-focused environment.
• Ensure efficient handling of customer orders and queries.
• Support the Head of Customer Service in operational management.
• Monitor team performance against service standards.
• Act as a brand ambassador for HOKA.
• Encourage team engagement and high morale.
• Collaborate with other departments to maximize order book conversion.
• Manage conflicts and facilitate a positive team dynamic.
• Provide coaching and performance feedback to team members.

Requirements

• Prior experience in a management role within Customer Services.
• Experience managing multilingual teams.
• Strong influencing and negotiation skills.
• Proficient in Microsoft Applications, especially Excel.
• Ability to work in a fast-paced environment.
• Diplomatic skills for conflict management.
• Commitment to promoting diversity and inclusion.
• Strong customer service orientation.
• Ability to motivate and lead a team.
• Commercial awareness for order book management.

Benefits

• 27 days holidays plus bank holidays.
• Flexible working environment with half-day Fridays.
• Generous discounts and perks.
• Opportunities for personal and professional development.
• Participation in community-based programs.
• Support for mental and physical wellbeing.
• Inclusive workplace culture.
• Global mentorship program.
• Commitment to equal employment opportunities.
• Encouragement of diverse perspectives in the workplace.