Customer Support Team Lead
3 weeks ago
Join Homebase as a Customer Support Manager and take on a leadership role in our growing team. As a key member of our support operations, you will be responsible for managing a small team of customer support representatives, ensuring they have the tools and resources needed to provide exceptional support to our customers.
About the Role:
- Manage the performance of a small team of customer support representatives
- Determine the best way to scale customer support for our customers using payroll, whether through in-house team members or partners
- Track and own support metrics such as ticket volume, average handle time, first call resolution, service level, and agent occupancy
- Serve as an advocate for payroll support and our customers, partnering with product, engineering, and other internal teams to ensure customer needs are met
- Manage support escalations and create escalation procedures
- Build out customer support standard operating procedures for payroll
- Develop a training regimen for new hires
- Hire and train new payroll support specialists
- Manage vendor relationships
Requirements:
- 2+ years of customer support management experience
- 2+ years of payroll product support experience
- Knowledge of payroll and payroll support
- A goals-over-roles attitude, with a willingness to do what it takes to succeed
- Experience supporting small businesses
- Data-focused mindset
- Sharp intelligence and computer skills
- Ability to adapt in a dynamic and growing organization
- Calm under pressure, with the ability to de-escalate escalated situations and customers
- Solid educational background, combined with real-life wisdom and achievement
- Set high standards for yourself, matched with exceptional interpersonal skills
- Self-motivated and comfortable working collaboratively and autonomously, with a focus on team and individual metrics
What We Offer:
- Generous accrued PTO
- Health, dental, and vision insurance
- 401(k) with 4% match
- Stock options - everyone is an owner
- Fun team activities
- A dynamic, well-connected, productive team that is thriving and finding new ways to connect and have fun despite social distancing
Equal Opportunity Employer:
Homebase is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion.
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