Customer Service Team Lead
2 weeks ago
We're revolutionizing the world of child care by making it more convenient, affordable, and accessible for working parents. Our platform empowers parents to find high-quality child care effortlessly, while helping providers enhance their offerings and fully capitalize on their programs.
About the Concierge TeamOur Concierge team is the driving force behind our mission to transform lives. We deliver exceptional support through fast, efficient, and personalized service, ensuring that both parents and child care providers have a seamless experience.
Role DescriptionWe're seeking a highly skilled and motivated Customer Service Team Lead to join our dynamic Concierge team. This role is critical in handling complex customer inquiries, managing escalations, and providing managerial support to ensure exceptional service delivery.
Key Responsibilities- Provide friendly support to both child care providers and parents, helping them process their enrollments and interactions on our platform.
- Serve as a key point of contact for addressing complex and urgent escalations from both parents and child care providers, ensuring prompt and effective solutions.
- Lead engaging training sessions and webinars for parents and providers, helping them understand and make the most out of the platform and its benefits.
- Guide new child care providers as they join our platform, offering support and resources to make their transitions as easy and seamless as possible.
- Travel to client sites for events, where you'll represent TOOTRiS, showcase our services, and build strong, positive relationships with clients.
- 2+ years of experience in customer service, with a focus on supporting customers via phone and live chat.
- Proven ability to handle multiple chat interactions simultaneously, while maintaining a calm and empathetic demeanor.
- Demonstrated expertise in clear and confident communication, essential for managing enrollment transactions crucial to small business owners.
- Passionate about delivering exceptional customer service, with a strong commitment to customer satisfaction and centricity.
- Comfortable thriving in a fast-paced startup environment, with the patience and adaptability to manage diverse situations effectively.
- Technical proficiency, including hands-on experience using CRM (Salesforce, HubSpot, NetSuite, etc.), Ticketing Support Systems (Zendesk), and Microsoft Office suite.
- Willingness to travel to client sites as required.
Salary Range: $30-$32/hour
Benefits: Comprehensive benefits including health, dental, and vision insurance, along with paid time off.
Professional Growth: Opportunities for professional development and career advancement within the company.
Supportive Environment: A collaborative and inclusive work environment with a dedicated team.
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