Team Leader, Customer Care Support

Coach is a global fashion house founded in New York in 1941. Inspired by the vision of Creative Director Stuart Vevers and the inclusive and courageous spirit of our hometown, we make beautiful things, crafted to last—for you to be yourself in.

Coach is part of the Tapestry portfolio – a global house of brands committed to stretching what’s possible.

A member of the Tapestry family, we are part of a global house of brands that has unwavering optimism and is committed to being innovative and wholly inclusive.

Primary Purpose:

This position is responsible for leading a team of Customer Care Support Professionals to deliver best in class service to internal and external Customers. Primary responsibilities include coaching and motivating associates to meet individual, team and departmental goals, analyzing historical data for trends and making recommendations for process improvements.

Schedule:  Flexibility to adjust shift for specific business needs required and work one weekend day.

• Tuesday 11pm-8pm, Wednesday- Friday 12pm-8pm, & Saturday 8am-8pm. WFH day is Saturday
• Subject to change to Monday-Friday 11am-8pm

This position will report into the Manager, Coach Customer Care.

Job Responsibilities and Duties:

• Elevate Customer Experience: Promote an outstanding customer journey by providing insightful feedback, personalized coaching, and targeted training through consistent touch bases  with your direct reports.
• Inspire Growth and Development: Foster a dynamic working environment that motivates team members, encourages continuous learning, and supports professional advancement.
• Performance Management: Actively oversee all aspects of team performance, including setting clear objectives, conducting performance reviews, facilitating salary discussions, and managing attendance and adherence standards.
• Product Mastery: Maintain an in-depth, up-to-date knowledge of all company products, services, and promotions to effectively support your team and address customer inquiries.
• Collaborative Leadership: Partner closely with leadership to develop, assess, and maintain robust Customer Care support systems that enhance team efficiency and customer satisfaction.
• Project and Task Management: Skillfully juggle multiple projects and tasks while upholding operational excellence and meeting performance benchmarks.
• Drive Process Improvements: Lead cross-functional initiatives to optimize quality, boost productivity, and contribute to the overall success of the department.
• Training Enhancement: Identify training gaps within the team and collaborate on creating effective solutions to elevate performance and knowledge.
• Performance Reporting: Compile and present comprehensive reports on team performance against goals on a weekly and monthly basis, highlighting achievements and areas for improvement.
• Talent Acquisition: Play an active role in interviewing prospective new hires, assessing candidates for cultural fit and required skill sets to strengthen the team.
• Additional Duties: Embrace additional responsibilities as assigned, demonstrating flexibility and a proactive approach to evolving business needs.

Our Competencies for All Employees

• Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
• Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
• Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
• Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Our Competencies for All People Managers

• Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
• Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
• Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. 

Americans with Disabilities Act (ADA)

Tapestry, Inc. will provide applicants and employees with reasonable accommodation for disabilities or religious beliefs. If you require reasonable accommodation to complete the application process, please contact Tapestry People Services at 1-855-566-9264 or employeerelations@tapestry.com                                    

Visit Coach at www.coach.com.

Work Setup: ON-SITE

BASE PAY RANGE $55,000.00 TO $65,000.00 Annually
Here are some of the benefits that we offer: Medical insurance, Dental insurance, Vision insurance, 401 (K), Paid Paternity and Maternity leave, Commuter Benefits, Disability insurance and Tuition assistance. Please click here for a complete list of U.S Corporate Compensation & Benefits

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