Team Lead, Vehicle Support

Summary

Join Motus, a leader in mobile workforce solutions, as a Team Lead, Vehicle Support! Partner with the Manager, Vehicle Support to lead team operations and provide daily support to Motus users and administrators. Mentor and train Vehicle Support Specialists, ensuring service levels are consistently met. The ideal candidate possesses strong customer support expertise, coaching skills, and organizational abilities. This role involves managing support cases, resolving escalated issues, and training team members. Success is measured by team performance and service levels. This is a fully remote position.

Requirements

• 2-4 years of customer service experience, with a minimum of one year in a Team Lead/Management role, preferably in a B2B SaaS environment
• Outstanding written and verbal communication skills
• Dedication to service excellence and the ability to positively engage with end users
• Excellent coaching skills and the ability to lead by example
• Ability to engage and empower team members
• Commitment to get the job done, no matter how big or small
• Ability to prioritize and meet tight deadlines
• Attention to detail and strong organizational skills
• Advanced proficiency in Microsoft Office Suite, Zendesk and Salesforce.com

Responsibilities

• Serve as a coach, advocate, resource, and mentor to all Specialists
• In partnership with the Manager of Vehicle Support, supervise and report on team performance data to ensure service levels are consistently met
• Provide proactive and frequent updates to the Manager of Vehicle Support on project progress, personnel issues, and process improvement recommendations
• Provide written performance feedback for Specialists, conduct performance review meetings, and act as a coach to your team in conjunction with the Manager of Vehicle Support
• Manage, supervise, and record all support cases, case updates, and ongoing tasks in Zendesk and Five9
• Act as a go-to resource for support issues that require escalating and work with Specialists to resolve them to completion, joining escalation calls as needed
• Be responsible for the training of new and existing Specialists
• Serve as backup to resolving end-user requests and issues during high volume times of the month
• Serve as the Subject Matter Expert (SME) on Motus products and Vehicle Support tasks and processes
• Liaise with other groups (Customer Success, Enterprise Account Management, Product, etc.) as needed to ensure proactive and timely resolution of member issues
• Actively participate and provide feedback and input during team meetings and check-ins

Preferred Qualifications

• Familiarity with tax and reimbursement processes is a plus
• Experience working in a fully remote environment
• Experience manipulating and analyzing data in Excel
• Collaborative and enthusiastic presence
• Forward-thinker and persistent problem-solver

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short-and long-term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally required benefits
• Medical Insurance, Dental Insurance, Vision Insurance (effective day one)
• Open Paid Time Off
• Flexible Spending Accounts & Health Savings Accounts
• Motus-Fidelity 401K Plan
• Company-paid Short/Long-term Disability & Basic Life Insurance Plans
• Family Planning and Parenting Support Benefits through Maven
• Support your mental, physical, professional and financial well-being through coaching and clinical therapy with Modern Health
• $1000 Home Office Reimbursement Program
• $2000 Internal Referral Program
• WorkAnywhere Reimbursement of Internet and Cellular Costs
• 16 weeks maternity and adoption leave
• 8 weeks paternity leave