Team Lead

We are a global team united by our desire to connect diverse people with common values for bold impact.

Our mission is to create a community where everyone has the opportunity to thrive and make a positive impact on the world.

The Team Captain will serve as a point of escalation for issues outside the authority of an agent. They will also be working closely with the Client Experience Manager and the People Manager to identify growth and development opportunities for the team members.

Responsibilities:

• People Management
• Identify growth and development opportunities for team members - coaching
• Monitor attendance and punctuality and other people issues of all team members and consistently escalate them to the HR department for proper disciplinary action as needed

Performance Quality Management:

• Monitor and assess team members' performance, and provide timely feedback through regular coaching as well as through Weekly and Monthly performance reviews.
• Ensure that team members are properly trained and working consistently to meet client needs.
• Ensure that the team meets company and client-specific KPI targets.

Logistics:

• Ensure that team members' and equipment needs are met to sustain service levels.
• Recommend/suggest relevant alternatives to the product or tool being used by the company.

Internal Coordination:

• Work with the People Development Manager to make recommendations for their team member's career path, and assist in making a comprehensive training plan for them.
• Relay consistent issues to the Service Delivery Manager in a timely and efficient manner.
• Helps in culture building particularly in embracing our Core Values and practicing what a leader should be.
• Guide advisors and analysts to foster growth and development, best practices, and optimal morale in the organization.

External Communications:

• Be familiar with the client's key contacts, unique requirements, and operating processes Implement policies related to the Client's products.
• Contribute to the ongoing development of customer support and success processes.
• Demonstrate mastery of the company and Client's offerings (i.e. its product and services).
• Understand, investigate, and solve any complex client requests or complaints; particularly when multiple departments or teams are involved.
• Identify opportunities for continuous improvement and additional client value, discussing directly with the Client Experience Manager.

Requirements:

• Candidates must be curious and authentic.
• Passionate about learning and developing relationships with clients.
• Analytical and a problem solver.
• Able to multitask and prioritize.
• Adaptable to change and attentive to detail.
• Able to work well in a team environment.
• Able to reduce frustration on heated topics by listening and being solutions-oriented.
• Fluent and articulate with strong writing and clear presentation abilities - persuasive but empathetic.
• Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions.

Preferred Qualifications:

• Bachelor's/College degree in a relevant discipline you're passionate about.
• Three years of supervisory experience in a related field (especially email and chat support).
• Experience supporting SaaS products or troubleshooting experience (non voice, chats, emails and SMS)
• A general understanding of Presentation Software or Web-based apps.
• Intermediate knowledge of CRM systems (i.e. Zendesk, Salesforce strongly preferred).
• Intermediate knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications.
• Willingness to learn about Data Science and Machine Learning.
• Excellent verbal and written communication skills.
• Ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Aptitude to quickly learn and navigate new technology, systems, and applications.

Nice to Have:

• Experience supporting creative professionals, small businesses, or startups.
• Knowledge of presentation software (Gamma, PowerPoint, Google Slides, Canva).
• Familiarity with AI-powered tools or generative platforms.