Customer Support Team Lead

1 day ago


Seattle WA United States Possible Financial Inc. Full time

What you’ll do:

  • Lead the team: Expertly coach, mentor, and develop agents to maximize performance, ensuring compliance with company policies while championing company values
  • Monitor agent/team performance: Own and track team KPIs, update agent scorecards weekly, and regularly communicate performance expectations to agents with action oriented plans to meet goals
  • Improve the customer/agent experience: Using data driven insights, analyze customer and agent feedback to act as a liaison to engineering, IT, marketing, and product team stakeholders, providing relevant details/reporting
  • Triage and drive resolutions: Own the follow-up on action items for support tickets related to product and system issues, leveraging these incidents as areas of improvement
  • Maintain relationships with vendors: Partner with our BPO partners to meet company goals, resolve escalated customer issues, develop and update processes, and uphold performance standards for the department
  • Support onboarding and training: Collaborate with operations colleagues to coordinate new hire logins, training requirements, and participate in orientation/refreshers as needed
  • Create a positive work environment : Foster a culture of teamwork, learning, and collaboration across a geographically dispersed team in day to day responsibilities to keep your team motivated and engaged
  • Uphold departmental integrity: Maintain clear communication with Operations Leadership on team successes/challenges, proactively update relevant parties on goal progression, identify opportunities for process improvement across all functions, and escalate emerging issues as necessary
  • Champion our customer: Handle highly escalated cases from agents, stay up to date on ticket trends/customer pain points, and focus the team on empathy-driven service

What you’ll bring:

  • Passion for the customer and making a positive societal change
  • Work well in a fast-paced environment with high ownership and a focus on execution
  • 5+ years of Customer Service experience
  • 2+ years of Team Leadership experience
  • 1+ years working with remote BPO partners
  • Ability to build trusted relationships with agents and cross functional partners while holding them accountable to deadlines and KPIs
  • Can communicate clearly and confidently to direct reports, leadership, and technical teams verbally and in writing
  • Strong analytical mindset and experience with Zendesk/omni-channel workflows
  • Ability to independently work on multiple projects simultaneously and adapt to changing priorities to help the team to execute with speed and efficiency
  • Demonstrates servant leadership mentality, the capacity for critical thinking, and reliability
  • Can identify service gaps with proposed solutions

Location and Benefits:

This role is based in our Seattle, WA office, and the expectation is a hybrid remote work schedule after a training period.

We offer a competitive annual base salary range of $88,030 to $92,665. Our comprehensive benefits package includes health, dental, and vision insurance, a 401(k) plan, paid time off, and a hybrid work environment. You will also get significant ownership (stock options) in the company.

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