ScaleUP Week

Team Lead, Customer Care

ScaleUP Week

full-time

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$85,000 per year

Job Level

Senior

About the role

  • 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

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, or HubSpot (or similar)
Benefits
  • Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever
  • Flexible Time Off: Whether it's a longer vacation to explore new horizons, a series of short breaks for regular rejuvenation, or stepping away for a new level of mastery in a skillset – our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 6 weeks vacation
  • Instant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend
  • Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
process improvementchange managementcustomer service performance monitoringreport creationresource assignmentescalated customer communicationsproject deliveryoperational efficiency
Soft Skills
leadershipcommunicationcoachingapproachabilitycollaborationgoal settingreal-time feedback