Archive

Compensation

Full Description

About Archive Join Archive in our mission to change consumer shopping behavior for the better. If you think humans buy too much stuff and throw too much away, then this problem is for you. As the leading technology platform for branded resale, we now power circular businesses for 50+ brands globally including Lululemon, The North Face and New Balance. We are growing our team of highly motivated, forward-thinking individuals to help build the most delightful user experience for shopping used items, and the software to help brands make this a significant part of their business. If this mission speaks to you, come join us as we grow our share of the booming second hand market—projected to grow 3X faster than the overall global apparel market and to hit $350 Billion globally by 2028. About this role As a CX Team Lead at Archive, you'll play a critical role in scaling our customer experience operation. You will be the bridge between frontline agents and the management team, ensuring daily queue performance, quality execution, and rapid response to emerging issues. This is an ideal opportunity for someone who loves coaching others, thrives in operational detail, and wants to build best Customer Support team in the secondhand market. Responsibilities Foster a high-performance culture focused on customer experience, operational rigor, and Team growth Set clear team KPIs and own weekly team rhythms, reporting, and internal updates Collaborate with CX Managers to identify opportunities to increase customer value and improve process gaps Oversee daily queue management to ensure balanced workloads, SLA attainment, and timely responses across all channels. Monitor individual and team performance dashboards; identify gaps, coach agents, and document performance outcomes. Act as the first point for escalations, providing guidance on resolution, and documenting root causes for management review. Conduct QA reviews, provide feedback, and support continuous learning. Maintain team documentation and ensure adherence to updated SOPs and macros. Requirements 3+ years in customer support; 2+ years in a lead or senior agent role. Proven ability to lead Teams and initiatives within Support Comfortable working in ambiguity Strong written and verbal communication Passion for the customer experience with strong deescalation skills. Skilled communicator with the ability to motivate and develop others in a remote environment Proven experience managing queues, meeting SLAs, and maintaining high CSAT scores. Organized, decisive, and comfortable balancing multiple operational priorities simultaneously Must be able to work at least 1 Weekend Day. Experience launching or growing CS programs from early-stage to maturity Nice to haves Zendesk Experience Familiar with Peer to Peer Marketplaces MultiLingual ( Spanish, Dutch, French or German Preferred) Experience launching or growing CS teams from early-stage to maturity This position is classified as non-exempt and is compensated at $29–$31 per hour. The scheduled work hours are Tuesday through Saturday, 8:00 AM to 6:00 PM Eastern Standard Time. Compensation varies based on a variety of factors which include (but aren’t limited to) role level, skills and competencies, qualifications, knowledge, and experience. In addition to base pay, all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment. Our team of over 50 employees is currently remote-first, with an office in NYC and optional in-person work for those located in the area. We have company offsites twice a year to bring the full team together in person, and occasional travel is expected as part of the job. Archive is a Series B company backed by lauded investors including Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures. We prize an inclusive and transparent culture, and remain true to our values in everything we do. We were honored as Fast Company’s #2 Most Innovative Company in Retail in 2024, and continue to challenge ourselves to change consumer shopping behavior for the better. We consider applicants of all backgrounds. If you are excited about what we’re building but don't meet some of the criteria above, please don’t let that discourage you from applying. Please note, we are unable to accept applications from candidates outside of the US at this time.