The Guest Service Lead at Sprinkles will oversee the day-to-day performance of the team, processing guests’ orders and supporting communications. Other responsibilities include scheduling, training, and evaluating the team. This role is the liaison between guests, managers, and other departments to ensure high-quality service levels and a positive guest experience.

This role will be remote, but candidates must reside in one of the following states to be considered: Texas, Florida, Nevada, California, Illinois, DC, Arizona, Colorado, Washington State, or New York. Living near a bakery is a huge plus! Some weekends are required.

Perks of Working with Us:

Access full-time benefit options including Heath, Dental, Vision, Life, and 401K
Paid Time Off
Celebrate milestones with a robust anniversary program
Free Cupcakes
Various development and growth opportunities with defined career path
Closed on Thanksgiving & Christmas
Make a positive impact – Sprinkles partners with several charities and community organizations

Key Responsibilities:

Ensure team accountability by monitoring performance and giving feedback.
Develop and maintain team schedules to achieve labor goals, including managing break schedules to ensure compliance.
Foster a supportive and positive culture within the team.
Provide exceptional phone support and email communication to address customer inquiries and concerns.
Handle complain escalations to revolve issues promptly.
Provide guidance to the team by answering questions and working through challenges.
Validate weekly complaint tracker to ensure accurate reporting.
Responsible for creating training schedule and validating the training process.
Assist in the training and onboarding of new associates.
Develop, enhance, and analyze guest service success metrics.
Support VIP marketing orders as needed.
Performance additional duties as assigned to contribute to the overall success of the organization.

Skills & Knowledge:

Minimum of 2 years of experience in a customer service or call center environment.
Prior experience in a supervisory or leadership role.
Strong communication and organizational skills required.
Capability to train, develop, and motivate team members.
Proficient in Microsoft Office Suite (Outlook, Excel, Word)
Ability to analyze data and generate reports.
Ability to multitask and manage multiple priorities in a fast-paced environment.

About Us:

Since 2005, Sprinkles has been committed to quality and innovation through on-demand Cupcake ATMs, seasonal cupcake flavors, and expanding our footprint with bakeries coast to coast. From our delicious cupcakes to our inclusive atmosphere, we strive to create moments of joy for our customers and our associates. Join our team for an exciting journey, where your contribution will be celebrated. Follow us on Instagram @sprinklescupcakes.

Sprinkles uses E-Verify to confirm U.S. Employment eligibility. We are an equal opportunity employer.

Sprinkles Cupcakes

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Guest Services Team Lead