Lead Customer Service Representative in San Carlos, CA at Shutterfly

Date Posted: 9/14/2023

Job Snapshot

Job Description

BorrowLenses (part of the Shutterfly family of brands) is where professional photographers and videographers come to rent premium gear online. They fulfill the photographic and cinematic dreams of our customers by delivering superior, cutting-edge gear and providing exceptional customer service.

The Video Customer Service Lead (VCSL) will assist the supervisor with leading a team of Video Customer Service associates. The VCSL may also be responsible for supporting front of house CS teams. This hands-on role will require an individual with interpersonal skills and a high attention to detail. Experience with managing teams and a background in videography is required. This role will be based out of our warehouse facility in Waltham, MA. The VCSL will report to the Video Customer Service Supervisor for the BorrowLenses brand.


  • Team leader for customer service agents located in various locations within the United States
  • Handling incoming customer inquiries (via phone, email, and live chat) in a timely, professional manner
  • Troubleshooting equipment problems and general account issues
  • Acts as the "voice of the customer" and internally communicate issues and improvements that affect customer experience within the entire Customer Service team and cross functionally
  • Partner with Video Manager and Gear Ingestion team to ensure Video Customer Service team is aware and trained on new video products.
  • Develop a working understanding of all practices, policies, and procedures of BorrowLenses
  • Perform outbound contacts to customers, shipping carriers, and vendors as needed
  • Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements
  • Assist with hiring, training, and supervising staff
  • Maintain transparent communication. Appropriately communicate organization information through department meetings, and appropriate email, IM, and regular interpersonal communication

 Experience and Qualifications

  • Associates degree or higher, or previous work experience in a relevant field
  • Must have a strong understanding of videography
  • Understanding of life on set: can relate to our professional clientele - speaking to them on a level playing field and address their needs accordingly
  • Significant hands-on experience shooting with high-end digital cinema cameras such as REDs
  • Professional experience in one or more video production-based fields: Film, Broadcasting, Live Production
  • Able to build out complicated rigging & foresee potential challenges/issues to address with customer, or at least get on AC Checker’s radar
  • Ability to troubleshoot complex issues with customer while they are on set
  • Able to speak to customers as an authority on higher end gear
  • Experience working in an ecommerce business is preferred
  • Adaptability, Attention to Detail, Time Management, Multi-Tasking and Conflict Resolution skills

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.

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