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Team Leader, Customer Care Support


Jacksonville, FL, US

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.

Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.


Primary Purpose:


This position is responsible for leading a team of Customer Care 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 make recommendations for process improvements.

Schedule:  Sunday 10 – 8 pm, Monday - Thursday 11-8pm. Flexibility to adjust shift for specific business needs required.

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

The successful individual will leverage their proficiency to…


  • Actively manage all aspects of performance including establishment of objectives, merit process, salary reviews, professional development, progressive discipline and attendance/adherence standards.
  • Promote an elevated customer experience by providing feedback, coaching, and training through consistent one-on-one coaching/meetings with direct reports.
  • Create and maintain a working environment that inspires and encourages growth and development
  • Continually maintain working knowledge of all company products, services, and promotions.
  • Work collaboratively with leadership on development, assessment and maintenance of Customer Care support systems.
  • Manage multiple projects and tasks while maintaining operational standards.
  • Drive cross functional process improvements to support quality, productivity, cost goals and objectives.
  • Work closely with the Customer Care Support Leadership to identify training gaps and recommend solutions to improve performance.
  • Ensure all standard operating procedures and training documents are followed and updated as needed
  • Report performance against goals weekly & monthly.
  • Interview prospective new hires and evaluate candidates on predicted job fit and skills requirements.
  • Performs additional duties as assigned accordingly

The accomplished individual will possess…

  • 3+ years of management in an eCommerce or Omni Channel Support environment
  • Strong prioritization and time management skills with the ability to delegate effectively
  • Ability to set strategy and follow through on tactical implementation and execution of initiatives
  • Working knowledge of contact center operations, technologies, systems and processes
  • Experience with JDA Ecometry, SAP, and Clientline or related OMS/Finance applications preferred
  • Experience with Salesforce or comparable CRM systems strongly preferred
  • Ability to adapt to changing environments and effectively manage change by providing hands on leadership
  • Proficiency using data and analysis to drive decision making
  • Proven ability to work and communicate with all levels of an organization including cross-functional teams
  • Schedule flexibility, including evening, weekend and holiday hours as dictated by business need
  • Good working knowledge of Excel, SQL, and other Windows based programs (Word, PowerPoint, etc.)

Our Competencies for All Employees

  • 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.
  • 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.
  • 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.
  • 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.
  • Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • 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.

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.
  • 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.
  • Managerial 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.

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. Visit Coach at

Req ID:  75334