Within Capital One, the Shopping team is working on a new consumer product that seeks to change the way people buy things online. We believe that no matter where you shop, it should be easy to buy things at the best price.
We are a fast-paced, get-stuff-done team solving a difficult problem in a unique way. We’re focused on scaling our products to millions of customers and refining the experience to create a product that customers and partners can’t live without.
We are looking for a Customer Service Lead to join our team to improve and integrate new product and revenue opportunities with our merchant partners, and drive cross-functional execution within Shopping.
Responsibilities:
- Oversee the customer support function, ensuring timely and effective responses to inquiries, troubleshooting, and issue resolution.
- Monitor performance metrics and implement improvements as needed.
- Handle escalated customer issues and provide resolution, ensuring a high level of customer satisfaction and adherence to Legal and Compliance guidelines.
- Ensure the team possesses in-depth knowledge of Capital One Shopping’s product suite and ongoing product releases.
- Provide ongoing training and documentation to keep the team updated on new features and improvements.
- Continuously evaluate and refine customer service processes to enhance efficiency and effectiveness.
- Identify and implement automation opportunities to streamline workflows.
- Establish and manage feedback loops to gather user insights, identify pain points, and relay these to relevant teams for continuous improvement.
- Collaborate closely with product partners to build internal tooling and inform product development of user-facing experiences.
- Implement and maintain quality assurance programs to ensure that customer interactions meet or exceed company standards.
- Provide feedback and coaching to team members to improve performance.
- Use SQL to generate and analyze reports to track key performance indicators (KPIs) and make informed decisions.
- Use SQL to identify product breakages and assess their impact, and to contribute to the scoping and prioritizing of their solutions.
- Maximize efficiency in a constantly evolving environment where the goals can be ambiguous and the process fluid.
Basic Qualifications
- Bachelor’s degree or military experience
- At least 3 years of Customer Service Support Experience
- At least 3 years using SQL
Preferred Qualifications
- Bachelor of Business Administration
- 5+ years of experience in Customer Service
- 3+ years of experience using Zendesk
Capital One is open to hiring a Remote Employee for this opportunity.
At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.Remote (Regardless of Location): $108,700 – $124,100 for Manager, Process Management
Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.