Operations Customer Advocate (WKND PM)

About the position

About ThredUp

ThredUp is transforming resale with technology and a mission to inspire the world to think secondhand first. By making it easy to buy and sell secondhand, ThredUp has become one of the world's largest online resale platforms for apparel, shoes and accessories. Sellers love ThredUp because we make it easy to clean out their closets and unlock value for themselves or for the charity of their choice while doing good for the planet. Buyers love shopping value, premium and luxury brands all in one place, at up to 90% off estimated retail price. Our proprietary operating platform is the foundation for our managed marketplace and consists of distributed processing infrastructure, proprietary software and systems and data science expertise. With ThredUp’s Resale-as-a-Service, some of the world's leading brands and retailers are leveraging our platform to deliver customizable, scalable resale experiences to their customers. ThredUp has processed over 172 million unique secondhand items from 55,000 brands across 100 categories. By extending the life cycle of clothing, ThredUp is changing the way consumers shop and ushering in a more sustainable future for the fashion industry.

Recognized on TIME Most Influential Companies of 2023,  Digiday's WorkLife 50 2023, TIME's Best Inventions of 2022, and Lattice's People Success Awards 2022.

How You Will Make An Impact
As a member of the Process Flow team, you will be instrumental in addressing operations issues as well as being an operations liaison to our customer. You will thrive in this role if you excel at
researching problems, identifying operational improvement opportunities, have an eye for detail, and possess a drive to achieve an excellent customer experience.

In This Role You’ll Get To:

• Identify, research, and help to resolve items that are having a negative impact on Service Level Agreements (SLA)
• Identify, research, and locate missing items to protect the customer experience
• Assist with correction of mixed bags, mixed photos, or incorrect item assignment
• Address problem bags (odor, canceled, returns, etc.)
• Manage the First In First Out (FIFO) process to help ensure bags/items are being processed in a timely manner
• Act as the main point of contact for Public Relations (PR), Influencer, and other high priority orders/bags
• Act as the main point of contact for the Customer Service (CS) team for questions about bag processing, item retrieval, etc.
• Answer basic customer inquiries via email
• Communicate resolution of problem items/bags with the CS team or the customer directly
• Operate as backup CS team member in times of high volume
• Communicate status of problem items/bags with members of the Ops team within, and outside of, the DC
• Identify opportunities for improvement in Ops process and communicate with Ops leadership

What We’re Looking For:

• Solid understanding of DC processes
• Prior customer relations experience preferred
• Ability to multi-task and use several systems to resolve issues
• Strong critical thinking and problem solving skills to resolve issues
• Time management skills and the ability to independently prioritize workload
• Strong partnership with Ops Leadership and CS Leadership team
• Excellent written and verbal communication skills

This role is not eligible for visa sponsorship.

What We Offer:

• Consistent, set schedule!
• Competitive pay (we leverage market data). 
• Employee stock purchase plan. 
• PTO + paid holidays. 
• Medical, dental, vision, 401k, life and disability insurance offered. 
• We live by our DOTS Values of Delivering an exceptional customer experience, Openly giving and receiving feedback, Teaming up to make thredUP a success, and Striving for excellence.  

We believe diversity, inclusion and belonging is key for our team

At ThredUp, our mission has been built on extending the lives of millions of unique clothing items. Much like our inventory, we are proud to have fostered a workplace that is one-of-a-kind. As a company focused on diversity, inclusion and belonging, we are committed to ensuring our employees are comfortable bringing their authentic selves to work every day. A unique perspective is critical to solving complex problems and inspiring a new generation to think secondhand first. Be you.

If you are a candidate with a disability and have a reasonable accommodation request for the job application process, please email disabilitysupport@thredup.com the specific details of your disability related accommodation request. This email address is reserved for candidates with disabilities only. General application inquiries will not receive a response.

Before you go, our legal team wants you to know...You must be at least 18 years old and have basic English literacy skills. Employment with thredUP is contingent on each candidate passing a 7-year background check.

Place of work