Customer Experience Support Lead
Remote · Canada
Posted on Saturday, March 4, 2023
<p> <strong>About GlossGenius</strong> </p><p>GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools, including booking and scheduling, marketing, analytics, payment processing, and much more. </p><p>Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.</p><p> <strong>About the Role</strong> </p><p>Our customers are the core of our business, and we’re looking for Support Leads to lead, mentor, and guide our incredible support teams who help our customers achieve their goals. In this role, you will lead up to 8 agents, ensuring they have the tools to exceed their goals and will be responsible for KPIs such as AHT, voicemails, CSAT, and SLA. </p><p>You will report to a Customer Support Manager and can work remotely from anywhere in Canada.</p><p> <strong>What You’ll Do</strong> </p><ul> <li>Develop and distribute a weekly performance report to the CX leadership team</li> <li>Stay up to date on the GlossGenius App developments and partner with Technical Support Leads to communicate updates and improvements to your team</li> <li>Keep your team informed of CX and company goals and initiatives, surface feedback, and collaborate cross-functionally</li> <li>Complete QA for your team members and support team members as needed </li> <li>Assist in the hiring processes of new agents</li> <li>Help on the phones or in the queue as needed during high volume periods</li> <li>Handle sensitive escalations, resolve complex inquiries, and drive a positive customer experience for highly frustrated customers</li> <li>Work with a dynamic team to achieve team company goals such as customer acquisition and retention</li> <li>Share opportunities to improve resources for the team based on 1:1s, queue questions, and QA reviews: macros, help center, etc.</li> <li>Assist with creating new resources to help with areas of improvement in QA for new hires and existing team members </li> </ul><p> <strong>What We’re Looking For</strong> </p><ul> <li>2+ years experience leading customer support teams </li> <li>Proven record of driving customer satisfaction and supporting teams to meet or exceed performance standards</li> <li>Experience with written and verbal performance management as well as providing feedback via regular 1:1 meetings with direct reports </li> <li>Experience driving solutions for operations and people management challenges</li> </ul><p> <strong>Benefits & Perks</strong> </p><ul> <li>Flexible PTO</li> <li>Competitive health & dental insurance options, with premiums covered by GG</li> <li>Generous, fully-paid parental leave policy</li> <li>Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses</li> <li>One-time home office stipend</li> <li>Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year</li> </ul><p> <em>In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation.</em> </p><p> <em>At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer.</em> </p>
Gloss Genius is an equal opportunity employer.
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