Team Lead, Customer Care
About The Position
We’re looking for a passionate, quick-thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion. You won't be stuck in a silo! You'll work cross-functionally, partnering with teams across the company to embed a customer-first mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best. Come build, lead, and make a real impact!
Requirements
- 4+ years of experience in a support environment with inbound communication
- 2+ years of people leadership experience where you were responsible for managing performance
- Process Improvement & change management experience
- Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.
- Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
Responsibilities
- Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
- Monitor customer service performance on the agent and team level
- Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
- Establish and manage your team to individual and team goals and objectives
- Assist in report creation reflecting support performance and/or conversation details
- Monitor the Customer Care queues and assign resources to ensure we meet our targets
- Coordinate and lead ZayZoon new hire training for Customer Care
- Own “escalated” customer communications through to resolution
- Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
- Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
- Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
- Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc
Benefits
- medical, vision, and dental benefits
- increased mental health coverage
- a wellness stipend
- Inclusive parental leave top-up
- earned wage access
- real time market data for salaries
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
