Postmates is hiring a

Social Media Support Team Lead

Nashville, United States

Social Media Support Team Lead Job Description

Postmates is seeking a creative, outside of the box start-up mentality that will revolutionize the future of customer service. At Postmates, customers are the center of our business. Our customer service team delights customers by providing fast, consistent, and world-class customer service from highly skilled agents using powerful tools and systems. We want all of our customers to have a high touch, personalized service experience.

Do you love working with and mentoring others on exceptional customer service skills? Are you great at resolving customer issues? Are you a people person and a hands-on problem solver? Do you want to work alongside our customer service representatives and set the example for how we work with our Postmates, customers, and merchants? If this sounds like you, apply today to join the leadership team for our incredible Customer Service team in Nashville! We’re looking for a Social Media Support Team Lead who is able to work afternoons, evenings, and weekends.

 

Computer Skills:

  • Tech savvy with Mac and iOS experience
  • Ability to read and understand reports to drive performance and identify areas of improvement
  • Demonstrable understanding of the Internet, Postmates website, and competitor websites
  • Experience with social media platforms, including but not limited to Twitter, Facebook, and Instagram

Management Skills:

  • Ability to coach, develop, and provide feedback on job performance and quality Postcards to agents
  • Interview and hire agents
  • Assist with training and coaching of new hires
  • Maintain and review performance data for daily, weekly and annual performance reviews
  • Provide necessary coaching and improvement actions when required to adhere to Postmates Standards

Communication Skills:

  • Effectively coach others to achieve their potential, both in person and virtually
  • Correspond directly with Postmates throughout their deliveries to ensure accuracy and timeliness
  • Interact with restaurants and merchants throughout your shift for escalated issues
  • Communicate correctly and clearly with both internal and external customers
  • Excellent documentation skills
  • Outstanding phone etiquette; the ability to work on the phone throughout your shift
  • Good composition skills; ability to compose a grammatically correct, concise, and accurate written response
  • Provide Process Feedback and recommendations on process improvements
  • Note and report trends and issues/potential issues to management, be it product-related or otherwise

 

Problem Solving:

  • Solve customer issues, drive value, and be the reason customers use Postmates again
  • The ability to think outside the box, envision solutions and proactively problem solve
  • Strong time management skills, action oriented and self-disciplined
  • Organized and detail oriented
  • Perform Quality Monitoring using the Postmates Quality Management System

Customer Focus:

  • Resolve escalated customer complaints and questions in real-time via phone, email, and chat
  • Thick skin with the ability to convert an angry customer to a happy and satisfied customer
  • Monitor activity on the platform and make adjustments to ongoing deliveries as needed
  • Ability to empathize with and prioritize customer needs
  • Share best practices with your peers within Postmates to create a best-in-class customer experience through a regular cadence of information sharing sessions

Preferred Qualifications:

The ideal candidate 2+ year of leadership experience in a customer service environment, and has experience working closely with an internal team and an outsource partner.

 

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