Customer Support Team Lead

1 week ago


Las Vegas, United States CareerBuilder Full time

**Customer Support Team Lead**
Remote / Customer Support / Full-time

About Ease:

Ease is the #1 rated benefits administration and HR software for businesses with 2250 employees, powered by insurance brokers. 70,000+ employers trust Eases innovative SaaS service model to set up and manage benefits, onboard hires, stay compliant and offer their employees one destination for all their human resources information. Headquartered in San Francisco with offices in New York, Las Vegas, and Omaha, Ease was recently ranked number 57 in Forbes 2020 list of the top 500 startup employers in America.
What were building... The Ease Customer Support team is growing, and were looking for people to join us on our journey to reimagine how we service our customers. Were looking for candidates who are passionate about service, proficient with technology platforms and enjoy learning. If youre interested in a career in SaaS, Insurtech, HRIS, Payroll or Customer Experience this is a great opportunity for you.

**Responsibilities:**
+ Coach, develop and mentor a team of Customer Support team members to meet and exceed their objectives through 1 on 1 coaching, case review, and ad hoc feedback
+ Provide in the moment guidance and assistance to your team members in order to help deliver an exceptional customer experience
+ Work cross functionally with other Ease departments to improve the agent and customer experience
+ Partner with the Support leadership team on organizational projects and initiatives
+ Design and document procedures, develop new processes and metrics. Monitor team performance, productivity and case queue activity and adjust coverage and assignments to maximize customer experience
+ Partner with Support leadership and People team on day to day management of team members
**Qualifications:**
+ Minimum of two years in a customer facing role
+ One year in a formal leadership role preferred
+ Demonstrated ability to provide effective coaching and feedback
+ Strong communication and interpersonal skills, including exceptional phone and written skills
+ Passion for learning, and an ability to communicate complex issues in a clear and educational manner
+ Ability to manage your time effectively and stay organized
+ Proficient using technology and navigating multiple systems
+ Access to reliable internet and a workspace with limited background distractions
+ Experience with employee benefits (i.e., medical, dental, vision) preferred
+ Experience with Google Suites, Zendesk and Microsoft Excel preferred
+ Experience with SaaS products helpful
+ Knowledge of Atlassian, Jira and Confluence helpful

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