Team Lead - Customer Care

6 days ago

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Sauce

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Sauce is a direct online ordering platform & delivery network that significantly boosts margins for local restaurants

51 - 200

Description

• Point of Contact for Escalations: Serve as the primary escalation point when team members require additional support or guidance. Coordinate with other departments to resolve complex issues efficiently and ensure cross-functional collaboration. • Manage Department and Agent KPIs: Oversee and monitor both department-wide and individual agent performance metrics. Analyze trends, identify areas for improvement, and implement strategies to meet or exceed KPIs. • Lead Team Meetings: Plan and conduct regular team meetings to align on objectives, share updates, and address challenges. Foster an open environment where team members can contribute ideas and feedback. • Handle Supervisor-Level Calls/Tickets: Manage escalated calls, tickets, and other customer interactions that require a higher level of expertise, ensuring prompt and effective resolution. • Assist with Tickets Across Channels: Actively handle customer issues through various channels, including calls, chats, and emails. • Develop Team Member Professional Development: Provide consistent coaching, mentorship, and performance reviews to support each team member's career growth. Develop individualized development plans and facilitate access to learning opportunities. • Maintain Knowledge Bases and Write Templates: You are responsible for the accuracy and relevance of knowledge bases and customer communication templates. Regularly update and refine content to align with evolving processes and customer needs.

Requirements

• 3+ years of hands-on customer support experience in a SaaS company, thriving in a fast-paced environment. • 1+ years of experience in team management. • An excellent communicator with an empathetic, customer-centric mindset; committed to going the extra mile to ensure customers are satisfied and well-supported. • Proactive in identifying opportunities and implementing continuous improvements. • Organized and detail-oriented, able to work effectively in a remote team while maintaining a positive and collaborative attitude. • Excellent interpersonal skills, strong problem-solving abilities, and a true team player who is approachable and always ready to assist. • HubSpot experience is an advantage! • A reliable home internet connection (or be able to get one) • A computer • An additional monitor (2nd screen; not required, but highly preferred) • To be fluent in English; proficiency in Spanish is a plus.

Benefits

• Strong & Competitive Compensation Package • Flexible Work Environment • 10 Paid Personal/Vacation Days • 5 Paid Sick Days • Quarterly Team Dinners & Events! • The Opportunity to Build Something that Changes the Delivery Tech Industry for the Better!