• Remote
  • This position has been filled

Website Instant Teams

Customer Success Team Lead

Overview

The CS Team Lead is responsible for creating a positive image to all customers, internal and external, at all times. The Team Lead will monitor and enhance the performance of the team in the areas of productivity, customer satisfaction, employee satisfaction, and employee development, as well as enhance the goal of quality support by providing individual coaching feedback sessions and 1x1s that focus on improving customer satisfaction, communication skills, and technical ability.

The Customer Success Team is positioned as the company’s “Customer Gurus and Churnfighters.” This team is focused on customer centricity and is charged with daily operational management, expansion, and retention of all customers. The CS Team Lead is a highly productive, well-organized team player who can lead a team to success while also working independently on various administrative and back-office needs that are critical to the success of our customers and customer teams. Team Leads are charged with monitoring and meeting production hours and KPIs as required per account, administrative tasks associated with assigned Peer Coaches/remote team members, operations, and employee relations while gathering data from every team interaction to grow accounts and improve team efficiency and customer experience.

Instant Teams is a remote-first company and so this position is and will continue to be 100% remote, work-from-home.

Classification: Salaried, Exempt
Annual Salary: $40-60k (Dependent on Experience and Client Account Requirements)
Start Date: December 19, 2022
Reports to: Customer Success Manager
Corporate Benefits: https://instantteams.info/benefits

Day in the Life

  • Supervising
    • Plan, prioritize, assign, supervise and review the work of staff responsible for providing customer service.
    • Prepare daily work schedules (as needed), ensuring proper operational coverage at the Peer Coach/Remote Team Member levels. If staffing is being handled by workforce management, liaise and partner closely to ensure client coverage needs are met.
    • Perform quality audits according to client expectations to identify areas of coaching needed within the team.
    • Provide weekly/monthly status reports on employee performance.
    • Monitor team productivity against client work requirements.
    • Review and approve timesheets.
    • All other projects/duties as assigned.
  • Coaching /Team Development
    • Provide timely 1x1s and coach on performance improvement opportunities.
    • Provide feedback and coaching on customer escalations.
    • Ensuring KPI goals are met.
    • Assist with the continuing education of existing employees.
    • Assist in the implementation of goals and objectives; ensure adherence to policies and procedures.
    • Communicates with other departments and management to resolve problems and expedite work.
    • Respond to and resolve customer inquiries and complaints both in written correspondence and by phone.
    • Other duties as assigned.

What We’re Looking For

Competencies

  • Service-Oriented (We Serve with Excellence.)
  • Lead from the front (We take Ownership.)
  • Communication proficiency (We Communicate Mindfully.)
  • Strong operational thought process (We Lead with Intentional Curiosity.)
  • Flexible (We Embrace Change Daily.)
  • Time management
  • Collaborative
  • Tech-savvy
  • Fast-paced
  • Self-starter
  • Strong work ethic, ability to adapt to rapidly changing priorities

Required Education and Experience

  • An associate degree in a related field such as communications, public relations, business management, or another related field.
  • 2+ years of Customer Service Supervisory experience with 1+ years of that experience in contact center work
  • 1 -2 years of experience in operations, executive assistance, or project management
  • Demonstrated experience in leadership, facilitation, and development of team members to meet or exceed customer service objectives
  • Ability to communicate with team members, customers, and management utilizing exceptional communication skills (written and verbal)
  • Ability to ask effective questions and present information clearly and concisely
  • Strong interpersonal, organizational and communication skills
  • Self-motivation and ability to work with little direct supervision
  • Team building ability

Preferred Education and Experience

  • Bachelor’s degree in a related field
  • Customer Service
  • Familiarity with military demographics
  • Familiarity with our software tools: MS Office, HubSpot, Zoom, Google Suite, ClickUp, Slack

Expected Hours of Work

  • 40 hours per week.

Supervisory Responsibilities

Full Job Listing: https://instantteams.applytojob.com/apply/wXVWfsxtTf/Customer-Success-Team-Lead