Senior Customer Support Team Lead

4 weeks ago

Atlanta, Georgia, United States Faire Inc Full time

Senior Customer Support Team Lead

at Faire Atlanta, GA About Faire

Faire is an online wholesale marketplace built on the belief that the future of retail is local. There are over 1M independent retailers in the U.S. and Canada doing more than twice the revenue of Walmart and Amazon combined. At Faire, we're using the power of technology and data to connect a growing community of over 150,000 brands and independent retailers around the world. Picture your favorite boutique in town we help them discover the best products to sell in their stores. By empowering entrepreneurs with the right tools and insights, we believe that we can level the playing field so that small businesses can compete with big box and e-commerce giants. Were looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

Were looking for a Senior Customer Support Team Lead who will help drive forward our strategy and vision, by leading a premier customer support team. Faire is only successful because of its customers, and we need someone who can bridge customer delight through teams with technology. As a Senior Customer Support Lead, you will manage a team of high performing, front-line customer support specialists to ensure we can continue advocating for the customer in a consistent and delightful manner. The position will work closely with other functional leaders to ensure we are building the best experience for Faires customers.

What you'll do

Lead a customer centric, motivated and high performing support team

Cultivate a strong team culture, focused around customer-centricity and going above and beyond

Align with CX leadership around operating processes and team performance

Handle the day to day operations of a front line support team, including scheduling, training, 1:
1s, knowledge management, etc.

Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics

Coach and mentor individuals on your team to enable growth opportunities

Empower your team to surface issues that help Faire build better products

Collaborate with other CX leads and cross-functional partners (e.g., product, engineering and design) to iterate on internal tooling

What we need

6
years of experience in operations or customer support

4
years prior people management experience

Ability to inspire and motivate individuals and teams

Excellent written and verbal communicator

Ability to operate effectively under pressure and deliver results

Ability to use data to inform key decision making and monitor individual and team performance

Ability to balance contending priorities with consistent record of delivering results

What would stand out

Leverage KPIs and data to make business decisions

Manage ICs in a high-volume ticketing environment

Experience within a fast-paced, contact-center environment

Relevant support experience at marketplaces

Why youll love working at Faire

We are entrepreneurs:
Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.

We are using technology and data to level the playing field:
We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of over 100,000 small business owners.

We build products our customers love:
Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.

We are curious and resourceful:
Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. Were backed by some of the top investors in retail and tech including:
Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London and Sao Paulo. To learn more about Faire and our customers, you can read more on our .

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.

Estimated Salary: $20 to $28 per hour based on qualifications.

  • Senior Customer Support Team Lead

    2 days ago

    Atlanta, Georgia, United States Faire Inc Full time

    **Job Summary**Faire Inc is seeking a Senior Customer Support Team Lead to join our team in Atlanta, GA. As a Senior Customer Support Team Lead, you will be responsible for leading a team of customer support specialists to ensure exceptional customer experience.**Key Responsibilities**Lead a customer-centric team to provide timely and effective support to...

  • Customer Support Team Lead

    4 hours ago

    Atlanta, Georgia, United States Planet Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Support Team Lead to join our team at Planet DDS. As a key member of our support operations, you will be responsible for overseeing the Tier One customer support team and ensuring that they operate at peak efficiency.Key ResponsibilitiesMentorship and Guidance: Provide guidance and...

  • Customer Support Team Lead

    5 days ago

    Atlanta, Georgia, United States Joinhomebase Full time

    About the RoleWe are seeking an experienced Customer Support Team Lead to join our team at Homebase. As a key member of our support operations, you will be responsible for leading a small team of Customer Support Representatives and helping them define processes to prepare the team for scale.Key ResponsibilitiesManage the performance of a small team of...

  • Senior Manager and Team Lead

    21 hours ago

    Atlanta, Georgia, United States MM International Full time

    Job Title: Senior Manager and Team LeadLocation: RemoteType: Full-TimeAbout MM InternationalMM International is a leading company in the financial services industry, and we are seeking a highly experienced Senior Manager and Team Lead to join our team. As a Senior Manager and Team Lead, you will be responsible for leading a team of professionals in a Call...

  • AS - Customer Service Lead

    1 month ago

    Atlanta, Georgia, United States GAT Airline Ground Support Full time

    GAT is seeking dynamic individuals to join its team of aviation professionals. GAT offers a wide range of employee benefits to include major medical, 401K Plan, Dental, and Vision coverage.Classification:Variable Hour, Non-Exempt Job Summary Customer Service Lead is first and foremost responsible for ensuring a safe work environment for the entire crew while...

  • Customer Experience Team Lead

    2 days ago

    Atlanta, Georgia, United States Serenity Healthcare Full time

    Job OverviewAbout Serenity HealthcareSerenity Healthcare is a leading provider of innovative healthcare solutions, leveraging cutting-edge medical devices to deliver exceptional patient outcomes. Our mission is to empower individuals to take control of their health and well-being through evidence-based treatments and technologies.Job SummaryWe are seeking a...

  • Customer Support Team Leader

    2 weeks ago

    Atlanta, Georgia, United States SevenRooms Full time

    The Team & RoleWe are seeking a dynamic and seasoned Customer Support Team Leader to guide our dedicated support team in North America. Your primary responsibility will be to oversee daily operations, manage a team of support representatives, and ensure that our customers receive timely, effective, and empathetic assistance. This position will report...

  • Customer Service Team Lead

    4 days ago

    Atlanta, Georgia, United States StubHub Full time

    Job Summary:We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at StubHub. As a Customer Service Team Lead, you will play a critical role in leading and supporting our customer service team to deliver exceptional service to our valued customers.Key Responsibilities:Team Leadership: Supervise and coach a team of...

  • Lead Specialist in Customer Support

    7 days ago

    Atlanta, Georgia, United States Faire Inc Full time

    Customer Support Operations LeaderJoin Faire Inc, a pioneering online platform transforming the wholesale industry. Our goal is to empower entrepreneurs and small businesses by linking them with leading brands and independent retailers globally. We are seeking a committed and enthusiastic Customer Support Operations Leader to enhance our team.Key...

  • Senior Service Technician

    1 week ago

    Atlanta, Georgia, United States Oshkosh Full time

    About Oshkosh CorporationOshkosh Corporation is a leading designer and manufacturer of refuse truck bodies, committed to serving everyday heroes and keeping communities safe and clean.Job SummaryThe Senior Service Technician - Customer Support will assist internal and external customers by phone, email, or in-person to troubleshoot, diagnose, and repair...

  • Senior Customer Support Manager

    1 week ago

    Atlanta, Georgia, United States Faire Inc Full time

    Customer Experience Team LeaderJoin Faire Inc, a pioneering online platform transforming the wholesale industry. Our goal is to empower entrepreneurs and small businesses by connecting them with leading brands and independent retailers globally. We are seeking a committed and enthusiastic Customer Experience Team Leader to become part of our team.Key...

  • Software Team Lead

    7 days ago

    Atlanta, Georgia, United States Swisslog Full time

    Job Title: Senior Software DeveloperCompany: SwisslogJob Type: Permanent PositionKey Responsibilities:Develop and implement software solutions for various applicationsLead requirements gathering, estimation, and system analysis effortsDesign and develop system architectures at multiple levelsParticipate in code reviews and provide constructive...

  • Senior Marketing Director

    3 days ago

    Atlanta, Georgia, United States Discovery Senior Living Full time

    Job Description**About Discovery Senior Living**Discovery Senior Living is a leading provider of senior living communities, with a portfolio of upscale, luxury communities across the United States. As a company, we are committed to delivering exceptional service and quality care to our residents, while maintaining a family-first culture.**Job Summary**We are...

  • Customer Experience Team Lead

    2 days ago

    Atlanta, Georgia, United States Brilliant Earth Full time

    Job Description**About the Role**The Assistant Manager for our Customer Experience team will build, lead and mentor a team of dedicated professionals responsible for delivering exceptional service to Brilliant Earth customers. The Customer Experience team members efficiently and effectively execute a personalized showroom experience with our fine jewelry...

  • Executive Support Specialist

    16 hours ago

    Atlanta, Georgia, United States Corps Team Full time

    Job SummaryWe are seeking a highly skilled and experienced Executive Support Specialist to join our team at Corps Team. The successful candidate will provide administrative support to our senior leadership team, ensuring seamless day-to-day operations and contributing to the overall success of the organization.Key ResponsibilitiesAdministrative Support:...

  • Export Customer Service Team Lead

    4 days ago

    Atlanta, Georgia, United States Hapag-Lloyd AG Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Supervisor Export to join our team at Hapag-Lloyd AG. As a key member of our Customer Service team, you will be responsible for leading a team of Coordinators and Sr. Coordinators, providing guidance, coaching, and support to ensure excellent customer service.Key ResponsibilitiesTeam...

  • Customer Financial Support Analyst

    4 weeks ago

    Atlanta, Georgia, United States The Coca-Cola Company Full time

    Coca-Cola is a global leader in the beverage industry. We are committed to investing in our people, our company, and the communities where we operate to help position the company for long-term, sustainable growth. As a Budget Analyst III, you will be responsible for developing and monitoring annual revenue/expense budgets, analyzing variances, forecasting...

  • Senior Director, Customer Retention

    2 days ago

    Atlanta, Georgia, United States Sirius XM Radio Inc Full time

    About the RoleSiriusXM Radio Inc is seeking a highly skilled Senior Director to lead the development and execution of strategies to reduce customer churn and improve revenue within a customer-centric experience. As a key member of our team, you will leverage your expertise in data-driven marketing, customer analysis, and customer segmentation to drive...

  • Senior Relationship Manager, Team Lead

    2 days ago

    Atlanta, Georgia, United States Northern Trust Full time

    Job Summary:We are seeking a highly skilled and experienced Senior Relationship Manager, Team Lead to join our team at Northern Trust. As a key member of our commercial banking team, you will be responsible for developing and cultivating credit and banking relationships with high net worth individuals, multi-generational families, corporations, and business...

  • Senior Customer Engineer

    3 weeks ago

    Atlanta, Georgia, United States Computacenter AG & Co. oHG Full time

    About the role As a Senior Customer Engineer, you will provide a range of hardware, software, and network technical support, that include troubleshooting, staging and configuration, and resolving tickets for internal and external customers. What you'll be doing Perform a complex range of technical work activities either remotely or at customer site to meet...