Customer Support Team Leader

2 weeks ago

Los Angeles, California, United States Wrapbook Full time

Customer Support Team Leader

at Wrapbook - Remote

Wrapbook is dedicated to enhancing the success of the project economy. With a notable transformation in the workforce, millions of individuals are now engaged in freelance or project-based roles. This shift has brought about flexibility for both employers and employees, yet it has also introduced challenges in terms of compensation and administration. Our innovative fintech platform empowers organizations to efficiently onboard, compensate, and insure their workforce.

We are committed to developing the finest product for the entertainment sector while operating within a substantial market and aspiring to achieve ambitious goals. With traditional competitors lagging behind and significant funding secured from top-tier investors, we are at a pivotal moment of expansion, making it an ideal time to join our team.

Key Responsibilities:

  • Articulate weekly objectives and timelines to team members and leadership.
  • Foster a constructive work atmosphere for the team through trust and effective strategies.
  • Evaluate team performance and deliver timely feedback.
  • Recruit, mentor, and manage Customer Service Specialists to cultivate high-performing teams that provide outstanding customer experiences across various communication channels.
  • Conduct regular performance evaluations and offer feedback to maintain a highly engaged workforce.
  • Oversee daily operations and scheduling within the department.
  • Support the daily functions of the Customer Support organization.
  • Serve as an escalation point for complex issues.
  • Keep teams informed about recent developments, programs, and policy updates from management.
  • Utilize customer data and root cause analysis to pinpoint enhancements and implement efficiency measures.
  • Engage in the creation of Objectives and Key Results (OKRs) and guide the team towards achieving these goals.
  • Establish collaborative relationships to improve process efficiency and uphold customer-centric business practices and standard operating procedures.
  • Act as a liaison between the customer service department and other organizational units.
  • Function as an escalation point between the support team and senior management.
  • Conduct random reviews of tickets, calls, and chats to ensure accuracy and professionalism in line with performance metrics.
  • Manage agent scheduling and call quality.
  • Generate and report on weekly, monthly, and quarterly metrics and trends.

Ideal Candidate Profile:

  • 3-5 years of experience managing a Customer Service team in a SaaS technology environment.
  • Proficient in G-suite, including intermediate Excel skills.
  • Exceptional communication abilities, capable of articulating complex issues clearly, both verbally and in writing.
  • Experience in collaborating with clients and departments to identify needs, prioritize requests, and build effective relationships with tact and diplomacy.
  • Outstanding organizational skills.
  • Able to multitask and work proactively and independently in a dynamic environment.
  • Strong background in customer service with a focus on delivering exceptional customer experiences.

Why Join Us:

At Wrapbook, we blend creativity with technology, not just in our products but in our culture as well. Alongside a competitive salary and comprehensive benefits typical of a fast-growing tech company, you will have the opportunity to collaborate with innovative problem solvers and witness the significant impact of your contributions.

Benefits Include:

  • Unlimited Paid Time Off
  • Remote work flexibility
  • Health and Dental Coverage
  • Up to $1500 for IT setup at home
  • Retirement plan matching up to 4%
  • Learning and Development Allowance
  • $150 Monthly Lifestyle Benefits

At Wrapbook, we pride ourselves on fostering an inclusive and safe workplace. We are committed to being a harassment- and discrimination-free environment for everyone, regardless of their background.

Apply Now

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