Customer Service – Team Lead

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Take charge of Operational Coverage by ensuring that phone, chat, and email channels are consistently staffed and functioning efficiently. Monitor volume and coverage across shifts, make adjustments as necessary, and align the team on daily priorities. Step in during escalations or to assist during peak business times.

• Act as Leadership Support to the Supervisor by being a close ally to the Supervisor, keeping them updated on team performance. Share insights, identify emerging trends, and directly contribute to coaching discussions and performance management decisions.

• Drive Quality Through Coaching by engaging with Agents during shifts or in one-on-one sessions to review their performance, offer feedback, and reinforce best practices regarding tone, accuracy, and efficiency. Focus on enhancing each Agent's skills and confidence to ensure consistent quality.

• Maintain Product and Process Expertise by staying well-informed about Calendar product updates and workflows, enabling you to train others effectively and address escalated inquiries. Utilize this knowledge to educate others and guide the team through complex issues.

• Support Hiring, Training, and Onboarding by taking a leading role in recruiting, training, and onboarding new Concierge Agents. Develop structured onboarding plans, guide newcomers through essential workflows, and ensure they gain confidence as they ramp up.

• Assist with Peak Season Operations by managing team coverage and staffing during crucial high-volume periods such as Q4 and Mother's Day. Ensure the team is prepared, aligned, and supported during times of peak volume.

• Contribute to Pilots and Cross-Functional Initiatives by participating in pilots or special projects that involve rolling out new tools, workflows, or support models to the team. Collect feedback from Agents and communicate it upward to enhance the rollout experience.

⛳️ Requirements

• Minimum of 2 years of experience in customer support, showcasing leadership capabilities.

• Excellent written and verbal communication skills, with attention to tone and detail.

• Familiarity with support platforms such as Zendesk and Slack.

• Proven track record in coaching, training, and supporting team members in a fast-paced setting.

• Highly organized, self-driven, and adept at managing multiple priorities.

• A collaborative and empathetic leader dedicated to helping others achieve success.

• Comfortable with technology and experienced in working on a Macbook.

• Willingness to travel to in-person events quarterly or as business needs dictate.

• A reliable wifi connection is essential for this role.

🏝️ Benefits

• Competitive Salary + Equity Package

• 401K matching

• Wellness, learning, and home-office budgets

• Health, Dental & Vision Medical Plans

• Significant autonomy to define the direction of your work

• Unlimited PTO

• Company holidays on the first Friday of every month (excluding November, December, and January)