Job Description

At Lifetouch (part of the Shutterfly family of brands), we believe there is extraordinary power in the self-expression. Built on the tradition of "Picture Day", Lifetouch has captured the unique personalities of children and families for more than 85 years. Shutterfly is the leading Internet-based social expression and personal publishing service. Through the creativity and passion of our employees, Shutterfly products and services have come to touch the lives of millions of delighted customers around the world.

Lifetouch is looking for a Customer Success Supervisor to oversee the administrative, customer service, and technical support activities. This is a unique opportunity to work in a dynamic and challenging environment. This position will oversee a staff of virtual customer success representatives. We are looking for an experienced candidate who demonstrates a positive attitude and a dedication to providing world-class customer service.

Our customer success centre is open 7:30am to 7:00pm CST

What You'll Do Here:

• Drive development of the team, including recruiting, hiring, training, and termination responsibilities

• Review team performance and quickly address any gaps
• Partner with Workforce Management to ensure adequate staffing levels
• Interact with production and customer success management to coordinate the efforts of the team
• Team building and recognition of employees
• Develop team leads and ensure they are ready to step-in for Supervisor
• Track and report on customer satisfaction, quality, and service level metrics
• Act as an escalation resource for CST and Production Lab teams
• The supervisor will also aid our production staff regarding copyright images and illegal images that violate our terms and conditions

What You'll Bring:

• 3+ years in the field of customer service or customer relationship management, with at least 2 years of experience in a supervisory or managerial position
• Skilled at prioritization, organization, and decision making
• Proven ability to collaborate, work cross-functionally, gather input, build consensus, and resolve conflicts
• Proven leadership experience including, but not limited to, recruiting, staffing, on-boarding, training and development, establishing goal objectives, employee relations and performance management.
• Positive attitude and passion for helping customers

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it's the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.