CS Lead: Elevate Escalations

Application deadline: Feb 6, 2026Candidate has mastered essential Customer Service Representative functions and is dedicated to providing superior world-class service that creates and promotes a lasting relationship.The CS Lead will report to the CS Manager and serve as reference and point of contact for escalated contact resolutions of a supervisory nature. This individual will manage and monitor the CS help inbox and act as a liaison between CS Representatives and departments within Shopbop. The CS Lead will assist in training new employees, monitor trends, and model an obsession with delivering a positive Customer experience.Key job responsibilities• Manage CS help Inbox including monitoring and reporting trends, utilizing tools that include but are not limited to: Seller Central, CSC Call Center Manager, TT, SIM, Sprinklr, Fulfillment Control Center, Product Management, WLIB tools• Monitor and guide daily workflow including; phone, email and chat volume ensuring consistent coverage of all three channels• Facilitate high-volume CS help desk communication using SIM. Prioritize issues, managing communication as resolve ticket within SLA• Maintain and follow-up on manual, mishandled or exception orders regarding payment satisfaction• Maintain customer feedback channels: customer comments, feedback and social media inquiries via Sprinklr and Seller Central• Assist with hiring interview loops and onboarding of permanent and temporary staff• Assist with new hire training program as needed• Manage CS issue ticketing with payment and fulfillment teams to resolve customer and departmental technical issues• Distribute and manage special project workflow with CSR’s• Adopt CS policies and procedures, ensure compliance and consistency within the department through contact coaching, and serve as general resource for CS staff• Serve as reference and point of contact for escalated customer situations by providing direction to customer questions and escalations while using judgment to resolve issues on the spot• Collaborate with internal groups: QC /Returns departments, Buyers, Merchandising, Warehouse to resolve customer facing issues• Sustain SLA by assisting with high volume and peek workload /acting as CSRBasic Qualifications- 6+ months of KDP Tier 2 customer support experiencePreferred Qualifications- 2 years of experience in high-touch Customer Service, retail, or service/luxury industryAmazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The Colorado base pay for this position ranges from $38,300/year up to $53,000/year. The National base pay for this position ranges from $37,200/year in our lowest geographic market up to $59,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-18808-Ljbffr