Customer Support Team Lead

WagmoRemote - New York, New York, United States$65k – $75k+ Equity6d ago

Upload My Resume

Drop here or click to browse · PDF, DOCX, TXT

Apply in One Click

Requirements

Proven experience in leading and developing a team of Support Specialists for remote work environments.
Ability to set clear expectations for performance, quality, and customer experience within the pet health industry context.
Strong judgment call making skills with an emphasis on handling complex or sensitive situations related to pets' emergencies.
Experience in operationalizing support processes that drive consistency and scale while working remotely.
Ability to identify gaps or inefficiens within the pet health industry operations for improvement initiatives.
Skillset includes effective communication, coaching abilities, performance management techniques tailored towards a remote team setting focused on pets' wellbeing and responsible parenting.

Lead a team of customer support representatives in providing high-quality service to customers remotely.
Develop strategies for improving the efficiency and effectiveness of the Customer Support Team's operations.
Monitor performance metrics such as response time, resolution rate, and customer satisfaction scores; provide regular reports on these KPIs.
Implement training programs aimed at enhancing team members’ skills in communication, problem-solving, and technical knowledge related to the company products or services.
Collaborate with other departments within Customer Operations to ensure seamless customer support experiences across different channels (phone, email, live chat).
Manage scheduling of shifts for team members while ensuring coverage during peak hours and holidays; handle any conflicts that arise in shift assignments.
Act as a liaison between the Customer Support Team and upper management to communicate customer feedback and insights into potential areas of improvement within the company's products or services.
Participate in regular meetings with team members, providing guidance on best practices for handling difficult customers while maintaining professionalism and empathy.
Stay updated on industry trends and emerging technologies that could impact customer support operations; share relevant information with the team to keep skills current.

Revolutionize the pet health industry by shaping solutions that improve the lives of pets and their families.
Work in a fast-paced, high-performance environment—this is not a traditional 9-to-5 job, but one that offers flexibility and autonomy in exchange for dedication and impact.
Comprehensive health, vision, and dental coverage
401(k) retirement planning with employer matching
Unlimited paid time off
Annual company holidays
Additional company-wide recharge days off
12 weeks parental leave for eligible employees
Company paid Wagmo pet wellness and insurance plans
Regular company-wide events and team gatherings
[For NYC office-based roles] Pet-friendly office
[For NYC office-based roles] Catered lunches