CUSTOMER CARE TEAM LEAD

3 weeks ago

Las Vegas NV USA, United States Sunbit Full time
Description

JOB TITLE: Customer Care Team Lead

LOCATION: Las Vegas, Nevada

WORK SCHEDULE: Flexible

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life's expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

Sunbit is a fast-growing technology company focused on reducing stress from daily purchases. We are looking for a passionate, ambitious, high-integrity Team Lead to join us in our Las Vegas, NV office. As a Team Lead, you will work closely with the Customer Care Supervisor to motivate, train, and coach a team of Customer Care Agents. This is an exciting opportunity for a reliable, driven, and energetic professional who has a demonstrated ability to work well with others, lead by example, and communicate effectively. You will be responsible for upholding Sunbit's Customer Care Core Values and ensuring they are also demonstrated by your team.

Please Note: This position is in a Call Center, in office (non-remote) environment

Requirements

What You'll Be Doing:

* Provide customer service in the form of inbound and outbound calls and/or emails
* Help hire and train new employees
* Oversee and assess agent activity
* Coach agents to gain knowledge and skills for excellent customer service
* Lead team meetings
* Assist with questions and/or escalations
* Monitor agent performance and provide feedback to Customer Care Supervisor
* Help to develop and implement new policies and optimize current processes
* Motivate and encourage agents through positive communication and feedback

What You Bring to the Table:

* Outstanding verbal and written communication skills
* Proven ability to get along with varying personalities
* Proficient computer skills
* Ability to adapt and be flexible
* Excellent organization and leadership abilities
* Available to work early morning, evening, and/or weekend shifts when required
* Great people skills and ability to build rapport

Perks Included:

* Join a A Most Loved Workplace and #306 on the 2022 Inc 5000 list
* Mission driven + empowered + collaborative environment
* State of the art customer care contact center
* Competitive pay and stock options
* 12 days of PTO your first year with increases thereafter + Holiday Pay
* Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
* Newly added HSA and Pet Insurance
* 401K Plan with Matching
* Casual Dress
* Other fun team events and Spirit Days
* Open door policy / Open office floor plan

Core Values for Success at Sunbit:

* Serve others before self
* Takes care of customers, and partners in a manner that demonstrates they are important
* Own the impact
* Ability to troubleshoot a variety of matters and holding yourself accountable
* Strong organizational and time management skills with the ability to prioritize effectively
* Connect genuinely
* Build and maintain strong relationships with both customers and partners
* Speak with customers and partners in a friendly, helpful and open demeanor
* Act fast
* Thrive in a fast-paced environment while maintaining a high level of support
* Include always
* Communicate well verbally and in writing, demonstrating empathy and understanding
* Innovate for good
* Establishes scalable capabilities by

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