LawnStarter is hiring a

Remote Customer Support Phone Team Lead

Austin, United States
Remote

The Customer Support Phone Team Lead will be responsible for coaching, training and assisting the Customer Support Phone Team. Our Customer Support Team handles communication across email, phones, and internal tickets. You will work closely with the Customer Support Team Supervisor and will be responsible for overseeing 10 - 15 FTE.


Your General duties will include:

  • Monitoring the team to ensure shifts are being followed correctly.
  • Maintaining and improving our level of support.
  • Managing the tools and processes to ensure an amazing customer experience!
  • Monitoring live and recorded calls for coaching purposes.
  • Taking critical phone escalation and written escalation cases.
  • Keeping the morale of the team high.
  • New Hire Training.

Requirements

We're looking for someone who has Tier 2 Customer Support experience. You should be excited to mentor, coach and develop new agents. We want someone with experience who is also excited to try new things.You will need to have all the necessary equipment to take calls from your home work space. This includes a quality USB headset, computer, internet connection, etc. These items will NOT be provided by the company. We also require that you have a quiet work space, as you will be talking with customers and agents on the phone daily.


More details:

  • You can work a full-time nights & weekend schedule.
  • Minimum of 1-year experience training new hires.
  • At least 1-year experience handling Escalation Calls / Retention.
  • Firsthand experience with customer support.
  • You genuinely like talking to people and enjoy providing solutions to everyday problems.
  • You have superior communication skills, and are particularly comfortable on the phone.
  • You are a quick learner, who can rapidly retain new information.
  • You are a passionate problem solver, who can swiftly identify the root cause of an issue.
  • You can concisely and effectively relay information in written form.
  • Minimum of 1-2 years experience in a team lead role is a plus.
  • At least 1-year experience overseeing a team of 5-10 FTE is a plus.
  • Experience in a small / dynamic company (e.g. startup) a plus.
  • Must currently reside in Texas.

Benefits

LawnStarter is scaling aggressively. We're on a rocket to the moon, and you'll be hopping on the rocket early. If you kick butt, opportunities will open up for you. If you're interested in working at a lean startup, then there's no better place to be than LawnStarter. You'll be joining us early enough to have the privilege of working and learning alongside tech industry leaders in a rapidly growing company. Over the past years, we've built out an incredible team - people with experience in companies like Google, Mckinsey, Sparefoot, Solar Winds and Bazaarvoice. Additionally we've attracted some of the best consumer tech investors in the world who bring experience from watching companies of the likes of Uber, Taskrabbit, Snapchat, Twitter, and Grubhub scale.

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