Team Lead, Customer Care
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Job Description
Customer Care Team Lead managing performance and driving customer success metrics. Leading team efforts and optimizing support strategies at ZayZoon, a financial wellness platform.
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
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
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