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At-Home Chat Client Services Supervisor at Sephora

SEPHORA has been changing the face of prestige cosmetics since its debut in 1970s Paris. Sephora was acquired by luxury group Moët Hennessy Louis Vuitton (LVMH) in 1997 then launched stateside in 1998 and is currently home to 200 world-class brands – including its own private label, SEPHORA COLLECTION.

Their North American operations are based in the heart of San Francisco’s Financial District, but you won’t hear them call it a headquarters – it’s the Field Support Center (FSC). At the FSC, they support their stores in providing the best possible experience for every client. At their FSC Client Service Center, they are the heart of the Sephora client experience. They act as the expert in all areas that have a direct link to clients and their Omni-Channel interactions with Sephora.  They go above and beyond for each client by providing creative solutions to issues, making educated product recommendations, handling escalated clients with a high touch level of service and providing timely follow-up when necessary to ensure open and clear client communication. Their goal is to provide best-in-class service to every Sephora client regardless of contact channel while ensuring operational efficiency and a fix-it-for-tomorrow attitude.

Your role at Sephora:
As the At-Home Chat Client Services Supervisor, you will oversee the daily operations of their At-Home Chat team and ensure the highest level of service to all Sephora clients. You will be responsible for the ownership and coordination of the At-Home Chat team engaged in handling client chat inquiries through our proactive online chat platform. You will be responsible for managing the team of At-Home chat beauty advisors, providing feedback, coaching, and developing to grow their skills, ensure KPIs are met, and elevate the overall client chat experience.

As the At-Home Chat Client Services Supervisor, you must demonstrate positive and influential relationships when working with peers within the FSC and collaborating with cross-functional partners. You will manage and mentor direct reports, as well as coach and develop talent on the global team as needed.

You will drive the At-Home Chat initiative and use your innovation and leadership skills to make the omnichannel client experience at Sephora unequaled in the industry. You will partner closely with Client Services Quality Assurance, Training, Operations, Human Resources, and Field leadership to ensure a successful At-Home Chat program. In addition, you will:

 I. Invest in Managing Team Performance and Development

  • Support FSC CSC Operations hiring, recruiting, and advancement decisions.
  • Ensure creation and adherence to performance improvement plans designed to address KPI deficiencies.
  • Ensure effective coaching, feedback, and training are provided to associates, setting necessary development goals and following up on progress.
  • Develop and implement selling and up-selling skill-building and incentives to drive the Sales focus for At-Home Chat BAs
  • Ensure workforce and real-time management standards are met.

II. Drive Cross-Functional Partnerships

  • Develop and maintain strong partnerships with individuals at all levels of the business, including the FSC and vendor/Field partners.
  • Champion an omnitude across all teams to build on and improve the omnichannel client experience; drive to meet the client where she is and ensure a seamless proactive chat experience.
  • Partner with Training, Quality, and vendor/field leadership teams to ensure compliance from and provide guidance to staff on initiatives.

III. Align and own Strategic Initiatives/Improvements

  • Conduct trend analysis, identify needs and provide recommendations for improvement in all applicable areas, including training, policy and procedure, systems, and overall business.
  • Develop, implement, drive, and monitor the progress of new process rollouts, implementations, and compliance with expected policy, procedure, and processes.
  • Present progress reports and updates to the Sephora Client Service leadership team.
  • Identify opportunities to control expenses and partner with cross-functional teams regarding budget-impacting issues.

IV. Setting High Standards for Client Service and Quality

  • Evaluate quality monitoring data to ensure standards are being met.
  • Ensure alignment with our commitment to and passion for operational excellence and unequaled client experience.
  • Serve as a champion for reinventing and implementing changing quality standards.
  • Develop a close partnership with all areas of the business to ensure alignment with our global objectives, along with appropriate training.

V. Contribute to Sephora Culture and Lead by Example

  • Build and maintain partnerships through the consistent implementation of cultural initiatives across the team and the business as a whole.
  • Demonstrate a determination to make Sephora a great place to work.
  • Exercise superior judgment.
  • Demonstrate a “fix it for tomorrow” mindset along with long-term, strategic thinking, and initiatives.
  • Live and exemplify the Sephora Values, the Client Service Center vision, and the omnichannel attitude.
  • Demonstrate our Sephora values of Passion for Client Service, Innovation, Expertise, Balance, Respect for All, Teamwork, and Initiative

Working at Sephora’s Field Support Center (FSC)

Our North American operations are based in the heart of San Francisco’s Financial District, but you won’t hear us call it a headquarters – it’s the Field Support Center (FSC). At the FSC, we support our stores in providing the best possible experience for every client. Dedicated teams cater to our client’s every need by creating covetable assortments, curated content, compelling storytelling, smart strategy, skillful analysis, expert training, and more. It takes a lot of curious and confident individuals, disrupting the status quo and taking chances. The pace is fast, the fun is furious, and the passion is real. We never rest on our laurels. Our motto? If it’s not broken, fix it.

We’re excited about you if you have:

  • 4+ years of contact center, customer service, or equivalent leadership experience required.
  • Schedule flexibility – ability to flex with the business needs of a contact center environment, including potential early mornings, evenings, and/or weekends
  • Ability to travel.
  • Experience and agility in working remotely.
  • Outstanding interpersonal skills and ability to develop and maintain positive relationships with business partners at all levels, from contact center agents to the executive team.
  • Ability to lead and develop others.
  • Remain poised and professional to thrive in an environment that is client-focused, fast-paced, rapidly changing, and occasionally ambiguous.
  • Strong attention to detail and exceptional follow-up skills.
  • Ability to self-manage multiple projects with tight timeframes and dynamic priorities.
  • Proven record in providing an exceptional client experience.
  • Strong verbal and written communication skills.
  • Strong critical thinking and problem-solving skills with the ability to make quick, accurate, creative, and appropriate decisions.
  • Proficiency in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook.

You’ll love working here because:

  • The people. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams – people you can be proud to work with.
  • The product. Employees enjoy a product discount and receive free product (“gratis”) various times throughout the year. (Think your friends and family love you now? Just wait until you work at Sephora!)
  • The business. It feels good to win – and Sephora is a leader in the retail industry, defining experiential retail with a digital focus and creating the most loved beauty community in the world…with the awards and accolades to back it up.
  • The perks. Sephora offers comprehensive medical benefits, generous vacation/holiday time off, commuter benefits, and “Summer Fridays” (half-days every Friday between Memorial and Labor Day)…and so much more.
  • The LVMH family. Sephora’s parent company, LVMH, is one of the largest luxury groups in the world, providing support to over 70 brands such as Louis Vuitton, Celine, Marc Jacobs, and Dior.
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