PartnerHero is hiring a
Team Lead Customer Support

Summary

Join PartnerHero as a Team Lead in a remote role, providing front-line direction to the Customer Support team and ensuring optimal performance outcomes. The role involves leading, mentoring, and coaching a team of customer support representatives, developing and optimizing customer service processes, analyzing metrics, preparing reports, handling employee issues, and residing in North Carolina, Texas, Pennsylvania, Washington, Virginia, Florida, Arizona, or Georgia.

Requirements

• Proven experience in a customer support supervisory role, preferably in a contact center environment
• Strong leadership and team management skills, with the ability to motivate and inspire a team
• Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and team members
• Experience influencing and motivating employees to attain stated metrics/KPIs in a production environment
• Strong analytical skills, adept at addressing challenges and enhancing efficiency in high-pressure situations, with a high degree of adaptability
• Extensive experience in client interactions, focusing on satisfaction and loyalty, with a proactive approach to implementing innovative solutions
• Ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously

Responsibilities

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction
• Develop and optimize customer service processes and workflows to improve efficiency and productivity
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary

Benefits

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development