Team Leader

Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business' optimal growth potential, may it be from the ground up or by innovative transformation.

Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:

• Grit. We never give up. We don't always know the answer, but we don't give up until we  crack it. Sticking at it makes us stronger.
• Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
• Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
• Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
• Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
• Integrity. Integrity is standing up for what we believe is right and living by our highest values.

Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.

Don't just take our word for it; experience the growth yourself

If you don't know where to start, check us out at

Essential Duties and Responsibilities

• Manage and direct the daily activities of Tier 2 Customer Experience Associates Hero/es, including creative resource planning and implementing call center strategies and operations
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation
  • Map out the client's product and process in a training documentation
• Provide meaningful career and professional development for assigned experts, in partnership with leadership development staff
• Carry out needs assessment and performance reviews for officers
• Setting and meeting performance targets for efficiency and quality
• Act as a subject matter expert for all work-related duties
• Practice and ensure compliance with all policies and procedures of the company
• Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
• Coordinate with Recruitment, IT, and liaise with the HR team
• Other duties as assigned.

Specific Accountabilities/Responsibilities

• Responsible for overseeing and remedying customer support queries, complaints, and requests.
• Responsible for the creation and maintenance of customer training manuals and videos.
• Guide the Tier 2 Customer Experience Associates' white-glove support across phone, email, and chat in the following:
• Actively engage new subscribers and members as needed to ensure they convert successfully, receive an exceptional onboarding, and have ongoing support throughout the duration of their membership
• Anticipate and address member concerns with empathy, delivering an exceptional customer journey.
• Resolve issues in a personalized, accurate, and timely manner
• Provide a concierge experience to our customers by offering advice related to products and services
• Complete trainings and up-trainings as needed
• Maintain highest level of discretion when dealing with customer issues
• Strive to meet and exceed structured performance targets
• Report on customer trends and feedback
• Complete occasional overtime when needed by the business to maintain SLAs

Education/Experience/Skills Required

• Bachelor's degree preferred or equivalent work experience.
• 1+ year of experience in a customer-facing support role. Experience working in a health-related field or role is preferred.
• Ability to troubleshoot technical issues in a Windows and Chrome-based environment.
• Excellent interpersonal, organizational, and time management skills required.
• Ability to adapt quickly to changing internal and external customer demands.
• Must demonstrate initiative and exercise sound judgment with respect to management and personnel issues.
• Able to anticipate challenges and develop alternative plans of action.

100% onsite work setup

Work Relationships (Inside/Outside)

• Liaise and coordinate with personnel in all relevant aspects of the company's operation.
• Liaise with personnel regarding sales, planning, and customer complaints.
• Liaise with customers as a support person.

#EnshoredJobs

About Enshored 

Enshored is the leading outsourcer for start-ups. We're here for the innovators, for the scalers. We're here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.

At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don't treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.