Home Chat Supervisor, Client Services
Company Overview:
At Sephora we inspire our customers, empower our teams, and help them become the best versions of themselves. We create an environment where people are valued, and differences are celebrated. Every day, our teams across the world bring to life our purpose: to expand the way the world sees beauty by empowering the Extra Ordinary in each of us. We are united by a common goal – to reimagine the future of beauty.
The Opportunity:
Position: Home Chat Supervisor, Client Services
Location: Sephora Field Support Center (FSC) – San Francisco/Remote
Sephora FSC Client Service Center
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. At our FSC Client Service Center, we are the heart of the Sephora client experience. We act as the expert in all areas that have a direct link to clients and their Omni-Channel interactions with Sephora (shopping online, client service, product questions, liaison with stores, loyalty program, social media, etc). We 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. Our 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 Home Chat Client Services Supervisor, you will oversee the daily operations of our 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 Home Chat team engaged in handling client chat inquiries through our proactive online chat platform. You will be responsible for managing a team of Home chat beauty advisors, providing feedback, coaching and development to grow their skills, ensure KPIs are met and elevate the overall client chat experience.
As the 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 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 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 is 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 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 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 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 consistent implementation of cultural initiatives across 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
Experience and agility in working and managing remotely.
Strong technical skills and systems problem solving agility.
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 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.
Sephora is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, age, marital status, military/veteran status, or disability status. Sephora is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.
Sephora will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.
The target annual base salary range for this position is $[[54,000]] – $[[61,000]] The actual base salary offered depends on a variety of factors, which may include, as applicable, the applicant’s qualifications for the position; years of relevant experience; specific and unique skills; level of education attained; certifications or other professional licenses held; other legitimate, non-discriminatory business factors specific to the position; and the geographic location in which the applicant lives and/or from which they will perform the job. Individuals employed in this position may also be eligible to earn bonuses. Sephora offers a generous benefits package to full-time employees, which includes comprehensive health, dental and vision plans; a superior 401(k) plan, various paid time off programs; employee discount/perks; life insurance; disability insurance; flexible spending accounts; and an employee referral bonus program.
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