Customer Care Team Lead

  • Location: Minneapolis, MN
  • Department: Customer Care
  • Type: Full Time
  • Min. Experience: Manager/Supervisor

Job Description

As the Customer Care Team Lead, you will be working with a dynamic team in a fast paced environment delivering an excellent experience for When I Work’s Customers.  You have a passion for technology and thrive on making complex situations simple. You possess a strong desire to mentor others and lead by example in areas of communication, empathy, and have an out of the box approach to resolving issues.  You are motivated by a strong, innovative, and passionate work culture and are constantly searching for ways to improve, inspire others, and add value.

What You’ll Be Doing

As the Customer Care Team Lead, you lead a team that will depend on you for insight and guidance in dealing with day to day issues and questions related to our software. Your typical day includes answering questions from the team, providing coaching, approving credits, handling escalations, interviewing prospective Customer Care Representatives, training, and being the point of contact between Care and other departments.  

  • Assist the Director of Customer Care with daily operations of the Customer Care team.
  • Maintain a strong understanding of WIW products and internal processes.
  • Assist organization in identifying potential outages (WIW and Partners) including communication of outages with various internal teams and customers.  
  • Maintain thorough knowledge of all Customer Care tools including Zendesk, Zopim, JIRA, Intercom, etc.
  • Handle customer escalations as needed.
  • Proactively identify opportunities to improve standard operating procedures.  
  • Contribute to the creation of documentation including standard operating procedures, Macros, etc.
  • Assist team with chat and tickets as volume required.
  • Provide direction and guidance to Customer Care team members to ensure tickets are addressed in a timely, knowledgeable, and empathetic manner.
  • Point person and liaison to other departments.
  • Coach and provide feedback to improve individual and team performance.
  • Participate in interviewing and hiring activities as needed.
  • Train and mentor new hires and established team members.
  • Help resolve interpersonal issues/struggles within the team.
  • Complete other duties as assigned.

Experience and Skills Needed

  • 2-5 years of customer support experience.
  • Must demonstrate strong communication and interpersonal skills.
  • Ability to manage through difficult customer issues and escalations.
  • Conflict management skills.
  • Demonstrated ability to take initiative and use independent judgement.  
  • Requires strong software knowledge, web and mobile app navigational experience, and the ability to pick up new technology quickly.
  • Must be able to efficiently manage multiple projects and tasks at the same time.
  • Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What Would Be Awesome To Have

  • Experience in the software or technology industry, preferably with SaaS industry experience
  • Experience with CRM and Success tools including SalesForce, ZenDesk
  • Experience working with technology startups
  • Prior team development and training experience

What’s In It For You

  • Professional development allowance
  • Employee Stock Options
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

Check out our core values. If they excite you, we’d love to talk!  Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including:
    • an overview of your existing Customer Care Leadership experience
    • a convincing reason why you’d like to work at When I Work

*Must already be authorized to work in the United States on a full-time basis for any employer.

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