Customer Care Team Lead

**Customer Care Team Lead**

at Fivestars El Paso, Texas **Who we are:**

Fivestars helps local businesses grow by turning their credit card reader into an all-in-one payments and automated marketing program. Our mission is to help businesses and communities thrive by turning every transaction into a relationship. Since launching in 2011, Fivestars has become a robust national commerce network, with 70 million users discovering and driving sales to 12,000+ small businesses. We help drive over 100 million transactions and $3 billion in local merchant sales annually. More than 1 million people sign up monthly to support the local businesses that make our neighborhoods great.

In Oct 2021, Fivestars was acquired by SumUp a financial technology company that allows businesses of all sizes to receive payments quickly and simply, both in-store and online. Named as Europes fastest-growing company in the Inc. 5000, SumUp supports over 3 million merchants globally and operates in 34 markets across Europe, the U.S., Brazil and Chile. With its card terminals and online services relied upon by businesses of all sizes from DHL to black cab drivers SumUp is the partner of choice for small businesses from every walk of life.

**Who you are:**

You are an expert in the customer success realm who thrives to make every transaction count and every customer's problem solved. You work closely by encouraging the team to be the best out of their role making sure they know they are helping make a difference within small businesses when they tackle any issue that comes their way. You are a coach, a mentor, and someone that your team can lean on when times get tough, working with Leadership to coordinate additional support when needed.

**What you'll do:**

* Lead daily activities of the team to ensure that all work is completed according to scheduled deadlines, with attention to quality standards, priorities, and overall goals

* Serve as a resource for team members, based on a strong working knowledge of the team's responsibilities, goals, and associates individual development plans and training needs.

* Monitor associate/client interactions utilizing the quality monitoring system and evaluate calls to ensure that world-class service is being delivered based on the guidelines provided

* Oversee the use of standard process workflows by team

* Coach, train and mentor team members and identify development needs, working with Leadership to coordinate additional training as needed

* Monitor various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods

* Provide feedback on the individual performance of representatives to leadership.

* Provide direct feedback to representatives on areas of opportunities to enhance the services provided to the client.

* Utilize sound judgment to escalate issues that may require the intervention of the Manager.

* Analyze team statistics and prepare reports and dashboards via Excel and Salesforce.

* Participate in projects, strategic initiatives, stretch assignments, and collaboration opportunities with other business units as needed.

**What we're looking for:**

* Ability to communicate effectively to all levels of internal and external contacts verbally and in writing

* Excellent collaboration, organizational, time management, customer service, and problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions

* Ability to work and thrive in a team environment, focused on achieving results

* Ability to maintain cooperative working relationships with all levels of management

* Ability to assess team members' performance and provide motivational support

* Ability to work both independently and as part of a team

* Strong relationship building skills

* Ability to recognize basic procedural/performance issues as they arise and escalate to the appropriate level

* Ability to demonstrate learning agility and critical thinking skills and apply basic concepts in new situations

* A hustler with a good old-fashioned work ethic, day in and day out. You take initiative and ownership to see things through to completion.

* 4-6 years of experience, Bachelor's preferred

**Benefits & More:**

* 4 weeks of annual PTO plus 10 paid holidays

* Medical, Dental and Vision benefits, along with too many to list

* Career Coaching & Development

* 401(K) Retirement Plan and Paid Parental leave

* Benefits that holistically support your physical, emotional, and financial wellbeing

*Fivestars provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or other applicable protected categories. In addition to federal law requirements, Fivestars complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.*

Location (City) * **U.S. Equal Opportunity Employment Information (Completion is voluntary)**

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