Customer Support Team Lead

Summary

Join our team as a Team Manager and lead the day-to-day operations, ensuring productivity and quality targets are met. You will be the expert in your client's company, supporting their philosophy and guiding teammates towards excellent execution.

Requirements

• 2+ years of management experience, ideally within customer experience
• 3+ years of experience in customer experience roles
• Demonstrated ability to inspire and develop individual teammates, particularly in a remote-first environment
• Excellent verbal and written communications skills in English (additional languages are a plus!)
• A high level of empathy and emotional intelligence
• Ability to be independent and work with minimal supervision, while also being a collaborative team player
• Proficiency with customer support software
• Proactive and adept with giving and receiving constructive feedback
• Able and willing to work full-time on any shift
• Available to work Saturday or Sunday

Responsibilities

• Manage the day-to-day operations of your team and ensure that your group meets productivity and quality targets
• Be the expert in your client’s company and support philosophy and the go-to resource for teammates in order to guide them toward excellent execution that exceeds client expectations
• Serve as the primary representative of your team to your client and represent Flight in a professional and friendly manner; conduct weekly team meetings and coordinate communication around new initiatives or customer issues
• Coach and mentor the individuals on your team and contribute to a supportive and growth-oriented environment
• Advise on and directly handle customer escalations via live chat, email, and/or phone to help your team provide resolution for customers
• Oversee your queues and allocate team focus as needed to ensure balanced coverage and meet SLAs
• Manage team schedule, ensure complete and timely coverage of shifts, and facilitate requests for schedule changes or days off
• Evaluate workflows and policies to recommend improvements and increase client, customer, and team satisfaction
• Troubleshoot and improve your team’s stack of tools

Benefits

• A flexible, remote work environment
• Global community of talented teammates joined by a passion for helping others and commitment to supporting one another’s success
• Learning and development programs so you can keep growing your skills and career
• Early-stage startup with lots of opportunities for ownership and impact
• Paid time off