Customer Service Team Lead

Company And Culture

Created in 2002 by Marc Eckō, Complex is a leading global youth entertainment network showcasing the evolution of major pop culture categories, including streetwear and style, music, sneakers, and sports. Complex is a juggernaut in the content and culture space, delivering unprecedented global reach.

Complex is the world’s definitive cultural commerce, content, and experiential platform. We have created an all-new operating system built for the next generation, seamlessly integrating discovery, inspiration, community, and shopping. The company represents an expansion of the original vision with a deep understanding of convergence culture and its impact on contemporary society.

Whether through video, long-form editorial, or social content, Complex tells stories that engage dynamic conversation with our communities. Our internet-breaking cover stories document the heroes of culture and take them to the next level through product collaboration and shoppability.

Complex has become experts in creating immersive environments at our IRL experiences and cultural events. ComplexCon is our flagship festival bringing together the world’s most influential brands and artists for an unforgettable weekend of style, sneakers, art, design, food, music, inspiration and more. 

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Join us to help redefine the way people shop, while building a global marketplace that moves at the speed of culture. Complex is committed to building a high performing team that is passionate about what they do and the communities we serve.

Everyone at Complex truly believes in the company and its mission; it’s a requirement for working here. There is synergy within the teams that make Complex what it is, a well-oiled machine. Employees are at the forefront of the company's success because every one of us is given the opportunity to provide suggestions, feedback, and direction.

Why We're Hiring

At Complex, we’re looking for a Customer Service Team Lead to join our team and play a pivotal role in managing and strengthening our relationships with users and customers. As a Team Lead, you will not only support the team in delivering exceptional service, but also guide and motivate your team to provide a seamless and fluid customer experience that drives optimal satisfaction. You’ll be responsible for ensuring that your team has the tools, resources, and guidance they need to succeed and perform at their best. Your leadership will be key in setting a high standard of service, with a focus on customer satisfaction, efficiency, and team development.

• Lead by Example: Guide and mentor the customer service team to demonstrate best practices, ensuring optimal customer satisfaction and consistent customer experiences across all interactions.
• Oversee Product Knowledge: Ensure the team is up-to-date on all product information, internal communications, advertising, promotions, and the status of merchandise.
• Manage Resources: Maintain awareness of all available resources, including customer service guidelines, tools, and departmental leaders, and ensure the team has the resources needed to succeed.
• Monitor and Respond to Inquiries: Supervise the team in responding and following up on customer inquiries as outlined in our SLA, ensuring timely and accurate responses.
• Promote Exceptional Service: Foster a positive and enthusiastic environment by supporting and modeling excellent customer service practices for both internal and external customers.
• Effective Communication: Lead team communications effectively and efficiently, ensuring clear and concise written and verbal exchanges with associates across the organization.
• Collaborate with Leadership: Actively participate in customer service meetings, reporting on team performance, customer feedback, and operational findings to the leadership team.
• Drive Team Development: Lead and participate in ongoing training regarding technology upgrades, new systems, and customer service strategies to improve team performance and service quality.

• Proven Leadership Experience: Previous experience in customer service or retail, with a demonstrated ability to lead and motivate a team.
• Strong Independent and Collaborative Skills: Ability to work both independently and as part of a team to meet and exceed deadlines and performance goals.
• Tech-Savvy: Proficiency in Microsoft Word, Excel, and Adobe Acrobat Pro; familiarity with customer service software and tools.
• Excellent Communication & Problem-Solving Skills: Strong verbal and written communication skills with the ability to resolve customer issues efficiently and effectively.
• Detail-Oriented: Skilled in data entry, tracking, and managing customer service metrics.
• Highly Organized: Excellent organizational skills with the ability to multitask, prioritize, and manage a team in a fast-paced environment.

• Best in class health, dental, and vision insurance
• Healthcare FSA 
• Dependent Care FSA 
• Commuter Benefits FSA 
• Short-term/long-term disability and life insurance
• Paid Parental leave
• 401k with 4% match
• Pet Insurance
• Legal and Identity Theft Plans
• Vacation time and sick days

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

The above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.

Complex participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.