Thieves Hiring for Customer Service Supervisor at Culver City, CA Full Time

100 Thieves (“Hundred Thieves”) is the premier lifestyle brand and gaming organization. Based in Los Angeles, the company was founded in 2017 by former Call of Duty World Champion and YouTube sensation Matthew “Nadeshot” Haag. 100 Thieves has leading esports teams competing in League of Legends, Fortnite, Call of Duty, Valorant, and Apex Legends. The brand is recognized globally for its streetwear-inspired apparel, known for rapidly selling out new drops. In 2020 the company opened its brand-new headquarters, the Cash App Compound, which is a 15,000 sq ft esports facility and acquired a CDL franchise, LA Thieves. 100 Thieves produces top gaming podcasts and massively popular YouTube content, created by its world-class gaming talent including CouRageJD, Valkyrae, BrookeAB and 2HYPE.

We are seeking a dedicated Customer Support Supervisor to lead our Customer Service team and elevate the overall experience for customers when purchasing or returning products from 100 Thieves, Juvee, and Higround.

In this role, the primary responsibilities include overseeing the product return lifecycle and resolve customer issues by communicating clearly & timely, providing excellent customer service, and a positive perspective. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customer experience.

Requirements

• High School diploma or equivalency certificate preferred
• 2+ year of customer support experience in a retail or e-commerce environment preferred
• 1+ year of fulfillment center experience processing orders and returns preferred
• Ability to demonstrate empathy and prioritize customer issues
• Shopify, Shipbob, Ware2Go and/or Gorgias experience is a plus!
• Proactive self-starter and strong organizational skills
• Willingness to learn new tasks
• High attention to detail

Responsibilities

• Oversee Customer Support team across all business units.
• Ensure all cases are handled within SLA
• Oversee and manage return process from start to finish
• Track all returns arriving at our fulfillment center and ensure all are marked accordingly on our return platform
• Use various databases to document, track and maintain a detailed daily log of inventory, orders, and returns
• Monitor and manage internal and external shipments and ensure they are arriving on time
• Track, monitor and ship items across multiple divisions and coordinate dates with vendors & internal teams to ensure they are received timely
• Manage the processing of order entry for all external and internal orders with existing inventory
• Communicate with customers through emails on our ticketing system and if needed, our various social media platforms
• Resolve customer’s concerns, issues, questions, and escalations promptly and professionally
• Assess customer feedback and develop effective customer success solutions
• Share feedback with other departments to improve processes and customer experiences
• Assist team with mailing shipments from the compound when needed.
• Create resources to ensure up-to-date product/support information is available various websites
• Analyze customer service trends and identify opportunities for improvement, bridging gaps to enhance our overall customer experience.
• Design and implement straightforward and impactful support interventions that enhance customer satisfaction and contribute to our mission of exceeding customer expectations.
• Document and track ticket histories, issues, and actionable steps taken
• Dispute all chargeback claims
• Work closely with our third-party logistics to file claims for lost packages in transit and send replacements depending on inventory levels
• Ability to adapt and take on additional responsibilities as new elements of the role arise
• Oversee and upload new employee credit to database

Our targeted compensation rate for this full-time position based in Culver City, California is between $25/hour and $27/hour, depending on experience, expertise, internal equity within the organization, and alignment with market data.

Do you believe your skills are exceptional and warrant higher compensation? Apply anyway! If we agree, we’re willing to negotiate. In addition to compensation, below you’ll find a few of our perks:

• Unlimited PTO and three seasonal PAID breaks!
• Company sponsored healthcare plans – medical, dental, vison
• FREE Long-Term Disability, Basic Life Insurance and AD&D
• FREE Mental health benefits
• Flexible Spending Account (FSA) – Medical & Dependent Care
• 16-20 weeks of fully paid Parental Leave without a wait period!
• $200 quarterly apparel stipend with 30% off
• 401K that you can contribute to on day one of employment
• Support for professional development as well as several other wellness, financial, and work/lifestyle-specific benefits

Lastly, an inclusive, diverse, fun, and engaging culture where you will grow both personally and professionally!

Why You’ll Love 100 Thieves

• You will play a key role in defining the future of 100 Thieves and will be depended upon to ensure the success of the company
• You will have an opportunity to work every day with a team of smart, hungry, and humble gamers & entrepreneurs
• You will be a key leader in helping us reach our goal of being recognized as the lifestyle brand that took competitive gaming mainstream

100 Thieves is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive environment.