ZayZoon is hiring a
Team Lead

Summary

The job is for a Team Lead, Customer Care at ZayZoon, a fast-growing FinTech and HR company. The role involves leading a team to deliver on operational KPIs, coordinating new hire training, and assisting in the development of the support strategy.

Requirements

• Experience working in a Customer Support or Customer Success Department
• Strong communication skills
• Exceptional organizational skills
• Able to effectively work cross functionally across multiple departments

Responsibilities

• Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
• Monitor customer service performance on the agent and team level
• Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
• Establish and manage your team to individual and team goals and objectives
• Assist in report creation reflecting support performance and/or conversation details
• Monitor the Customer Care queues and assign resources to ensure we meet our targets
• Coordinate and lead ZayZoon new hire training for Customer Care
• Own ‘escalated’ customer communications through to resolution
• Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
• Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
• Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing

Preferred Qualifications

• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
• Experience in financial technology, payroll or banking industry

Benefits

• Remote work opportunity
• Access to a secure high speed internet connection and a secure workspace