Senior Customer Support Team Lead Atlanta, GA

2 months ago

Atlanta, 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.

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