Contact Center Team Lead

Role Details

Type of Support: Omnichannel (Email, chat, phone, social media, video conference)
Schedule: Monday - Friday, 8:00 am - 5:00 pm CST I Hours can be flexible
Location: Remote, US: FL, VA, WA, AZ, OR, ID, MI, NC, PA
Start Date: August 17th, 2023

About The Role

The individual filling this role will lead an important support team of Account Managers, supporting one of our largest fintech expense reporting and reimbursement partners. A successful candidate will be able to demonstrate an exceptional commitment to customer service while effectively leading a team that embodies our commitment to deliver Account Manager chat support of policies, procedures, guidelines, and troubleshooting workflows for our partner’s customers and users.

This candidate must earn the trust of our partner that offers an expense management system for personal and business use cases. This candidate will be expected to interact and work collaboratively with program leadership and partner success teams in order to offer the best service possible to our partner and their customers.

You'll Be...

• Providing team oversight in relation to incoming chat volume by being available as a resource and subject matter expert
• Ensuring team members follow policies, procedures, and escalation and transfer workflows to ensure workflow resolution
• Acting as a resource to assist associates in troubleshooting situations involving dissatisfied customers and advise when such issues should move to the next level of support
• Proactively collecting, compiling, generating, and creating various documentation and reports, including those generated by the team related to customer feedback, insights, and performance
• Guiding team members through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintaining essential program knowledge that is critical for our partner and their customers related to the vast array of products and services our partner provides
• Occasionally working additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other leadership-related matters
• Achieving and maintaining individual and team performance by ensuring your associates and team meet or surpass key performance indicators and metrics as they are established and deployed on the program; minimum KPI performance is required
• Performing project duties and tasks that are within your skill and expertise level as assigned by program management
• Flexing between program duties and providing ad hoc support for program-specific projects, products, and production queues each week; minimum hours in production required

What You Bring To The Table

• Internal applicants must have a proven track record of excellent attendance with minimal unexcused absences or tardies in their current and prior roles with PartnerHero
• Internal applicants must not have any corrective or disciplinary actions within the past 60-days at PartnerHero
• Embody and exemplify the PartnerHero core values on a consistent basis and set the tone for others: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust.
• Must have a thorough understanding of the partner’s processes, tools, and metrics
• Team-oriented focus with strong collaboration skills
• A minimum of 1-2+ years of experience serving as a frontline operations leader for a contact center chat or omnichannel-based program
• Proven ability to hold frontline associates accountable and drive performance and engagement through effective, recurring, and well-documented coaching and mentoring
• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with fintech or SaaS platforms, and providing guidance and feedback to frontline associates
• Confident and collaborative communicator with contact center team lead and chat or omnichannel support experience
• Heavy reliability on people skills and proficiency in decision making
• Ability to maintain composure and focus under pressure
• Strong understanding of meeting service levels, adherence, and KPI expectations without compromising the customer experience; must be skilled in coaching to performance to drive associate KPI achievement
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience required
• Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry
• Proven ability to create and maintain associate engagement, morale, infectious reward and recognition, and effective leadership of virtual teams
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace; Reliable high-speed broadband internet access is required

Bonus points

• 3+ years of leadership experience working in a contact center environment, with a proven track record to coach, mentor, and develop frontline associates
• Experience leveling up new teams in order to meet or exceed performance expectations
• Proven ability to identify a need or objective and strategically work to find a solution through available resources, creativity, collaboration, and teamwork
• Experience supporting software as a service, particularly those involving financial technology, scripted workflows, technical troubleshooting, and multi-tasking between multiple programs and interfaces
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Previous work experience delivering and owning further hire training or nesting for newly hired employees and associates
• Proven ability to demonstrate flexibility and agility for newly launched products and teams
• Helping others in times of need comes second nature

What We Provide

• Competitive salary compensation based on experience
• Attractive benefits packages such as medical, dental, and vision
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• Ability to own your career and determine your next move at PartnerHero
• Equipment needed to be successful in your role

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Rachio, Duet, and Loom to solve their most urgent business challenges. Our teams are among the most successful in the industry because we carefully match individuals with the opportunity that best suits their authentic talents and needs.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but values inclusion, belonging, and opportunity.

Read more about our Core Values and story here.

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To understand more about PartnerHero’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.

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