About the role

The team lead will manage and build relationships with a team of 12-20 front-line agents to deliver a great customer experience. You’ll work with and coach your team to achieve CS team goals and hit key performance metrics. You will also occasionally lead CS initiatives around things such as process improvement, focus groups, special projects, etc. 

What you will do

• Day-to-day management of a team including monitoring employee time cards, performance, PTO, etc. 
• Coaching and providing feedback to your team in a thoughtful and consistent manner.
• Working with the CS Quality Assurance team to identify gaps in knowledge and performance, and implementing up-training and coaching to fill those gaps.
• Motivating and monitoring your team to achieve results and hit key performance metrics.
• Supervising team members as they work, and stepping in where needed to ensure an outstanding customer experience.
• Identifying gaps in processes and working with the appropriate team to remedy them.
• Leading front-line team members as well developing a Team Captain.
• Monitoring CSAT scores for each team member and providing recognition and feedback based on customer reviews. 
• Being knowledgeable on and accountable for your team’s overall performance.
• Building relationships with your team members and implementing recognition initiatives.

About you

• Minimum of 1-year experience managing others and keen ability to build their trust. 
• Minimum of 4 years of Customer Service or related experience, with increasing responsibilities.
• High School diploma/GED
• Demonstrated track record of driving tangible improvement.
• Comfortable in a fast-paced, startup work environment, with the ability to adapt quickly.
• Confident in making independent decisions and owning the outcomes.
• Proficient in MS Office, Google Suite, Slack, and other common office software.
• Analytical skills necessary to resolve problems requiring a professional level of business knowledge.
• Ability to manage large workloads and prioritize.

Pursuant to the various pay transparency laws/acts, the base salary is $55,000-65,000 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.