Team Lead, Customer Care

Remote Calgary, AB

We’re at a turning point in scaling our organization. We are seeking a highly motivated, and resourceful Team Lead, Customer Care to drive department KPIs, help scale the Customer Care organization for ZayZoon as we execute on our mission of saving 10 million employees $10 Billion.


You will work cross-functionally inside the company, working with a variety of departments to drive a culture of customer-first supportability at scale. This role will be instrumental in optimizing all support channels and you will assist in the development of the strategy to architect our support organization that underpins our obsession with customer focus and mindset. 


YOUR RESPONSIBILITIES:

  • Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs.
  • Monitor customer service performance on the agent and team level
  • Support you team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
  • Establish and manage your team to individual and team goals and objectives
  • Assist in report creation reflecting support performance and/or conversation details
  • Monitor the Customer Care queues and assign resources to ensure we meet our targets
  • Coordinate and lead ZayZoon new hire training for Customer Care 
  • Own “escalated” customer communications through to resolution
  • Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling 
  • Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
  • Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
  • Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc


TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO:

  • Wants to make a difference through meaningful work and is driven by purpose
  • Is passionate about helping others
  • Has high emotional IQ and knows how to demonstrate empathy, especially during difficult situations
  • Experience working in a Customer Support or Customer Success Department
  • Strong communication skills
  • Exceptional organizational skills
  • Able to effectively work cross functionally across multiple departments


WHAT YOU BRING TO THE TABLE

  • 4+ years of experience in a Support environment with inbound communication
  • 2+ years experience in People Leadership 
  • Process Improvement & change management experience
  • Excellent communication skills and ability to tailor messaging for technical and non-technical audiences.
  • Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
  • Experience in financial technology, payroll or banking industry a plus


ANYTHING ELSE YOU MIGHT NEED TO KNOW


Candidates must be located in North America to be considered.

We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis.


Please note that a final step in our hiring process is for candidates to arrange personal reference calls with former managers and others we may choose and undergo a criminal record check along with a basic security clearance due to the nature of our business.


We wish to thank all qualified applicants for their interest in joining our team! 

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