Team Lead, Customer Care

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee a team of Customer Care representatives dedicated to achieving customer success and operational KPIs.

• Evaluate customer service performance at both the individual and team levels.

• Facilitate one-on-one meetings, coaching sessions, team discussions, and provide immediate feedback.

• Set and manage goals and objectives for both individuals and the team.

• Assist in generating reports regarding support performance and conversation specifics.

• Supervise Customer Care queues and allocate resources effectively to meet targets.

• Organize and lead training sessions for new Customer Care hires.

• Handle escalated customer communications until resolution is achieved.

• Contribute to scheduling for holidays, time-off, and daily operations.

• Implement KPI and metrics initiatives while continuously enhancing infrastructure.

• Work collaboratively across departments including Revenue Operations, Customer Success, Product, Sales, and Marketing.

• Utilize product and industry expertise to boost operational efficiency across processes, tools, automation, and outsourcing.

⛳️ Requirements

• A minimum of 4 years of experience in a support setting with a focus on inbound communication.

• At least 2 years of experience in leadership roles, with a focus on managing performance.

• Background in process improvement and change management.

• Outstanding communication abilities, with a knack for adapting messaging for both technical and non-technical audiences.

• Familiarity with tools such as Intercom, Zendesk, Jira, and HubSpot or equivalent platforms.

• Availability to work from 12:00pm to 8:00pm MT.

• Willingness to cover occasional weekends.

• Ability to adhere to a 9:00am to 5:00pm MT onboarding schedule for the initial 4 to 6 weeks.

• Must reside in Canada or the United States.

• Legal authorization to work in Canada is required.

🏝️ Benefits

• Opportunity for permanent remote work.

• Flexible time off policy, allowing up to 5 weeks of vacation.

• Comprehensive medical, vision, and dental benefits starting from day one for full-time employees.

• Enhanced mental health coverage.

• Wellness stipend available.

• Inclusive parental leave top-up.

• Access to earned wages.

• Real-time salary market data provided.

• Supportive environment for continuous learning.

• Company-wide bonus program.

• Significant investment in employee professional development.