Team Lead

4 months ago

Kansas, United States Lon Inc. Full time

**Team Lead - Customer Support - Remote in FL, OH, KS, NM, or MO**

at Bread Finance Remote As a Customer Support Team Lead at Bread, you will live and breathe customer centricity and associate engagement. You will manage the day to day operations of a Customer Support team in addition to leading specific processes for the department. The Customer Support Team Lead is fully accountable for the performance of a team of up to 15 Customer Support Associates who are serving customers via voice and email channels while also contributing to the overall SLA, CSAT and Quality performance of the department. If you are a performance driven self-starter, a leader, and an experienced Call Center pro with a positive attitude and a genuine passion for people, then this might be the role for you.

**Your role at Bread:**

* Engage, coach develop, manage and motivate team members to ensure individual, team, and department goals are met on a daily, weekly, monthly and annual basis

* Exercise effective judgment, decision making and discretion in addressing team and company needs while carrying out your duties

* Build an excellent team and department culture by listening and being available, knowledgeable, kind, and supportive while fulfilling the requirements of the role

* Maintain department policies and procedures, ensuring accountability to established guidelines and establish new policies and procedures as business needs warrant

* Fulfill leadership administrative functions like staffing, scheduling, timesheet/payroll management, time off requests, performance management, etc..

* Interview and select team members for the department

* Provide floor support and de-escalate customer issues, engaging cross functional resources as need to resolve existing or new customer friction points

* Partner with internal teams like Product, Engineering, Compliance, Finance, Enablement, etc... to provide feedback and recommendations for product and process improvements

* Fulfill weekly call monitoring requirements to ensure adherence to company policies and procedures

* Actively participate in weekly leadership meetings bringing efficiency and effectiveness improvement recommendations and taking ownership of new processes and tasks

**Must have:**

* 3+ years of call center management experience OR 6 months of exceptional performance in the Bread Senior Customer Support Associate role with a strong demonstration of people leadership aptitude

* Ability to develop employees, strong people and process leadership skills and ability to achieve excellence through team members

* Strong performance history, tech savvy, and proven process improvement, problem solving, and analytical skills

* Effective verbal and written communication skills with all audience levels

* Ability to learn Bread products, processes and systems quickly and become a trusted subject matter expert for the team

* Ability to accept feedback eagerly, make adjustments, be accountable and work in a team environment

* Proven ability to multitask, prioritize and organize effectively in a fast paced environment

* Demonstrated ability to effectively share knowledge and support others

* Can do attitude with a passion for customers, merchants, and technology

* Contributes to an environment that supports diversity and reflects Breads values

* Availability to work a full-time schedule that includes evenings and weekends

**Nice to have:**

* Bachelor Degree

* FinTech startup experience

* Experience in Financial Services

* Experience supporting unsecured loan products

* Knowledge of the e-commerce and payments landscape

* CRM experience (Zendesk or Salesforce Service Cloud)

*These positions are remote based out of Florida, Ohio, New Mexico, Missouri, or Kansas*

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