This Role is Open to candidates in Canada, the United Kingdom, and all non-UK European countries.
Estimated annual compensation: USD $70 000 to $90 000.
The reference range provided is specific to Canada and the United Kingdom. Each candidate's compensation offer will be based on multiple factors including, but not limited to, relevant education, qualifications, certifications, experience, and geographic location
Number of Openings Remaining: 4
About the Role:
Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 270 team members who serve the 60,000+ (and growing) active professionals on our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.
Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren't afraid to say, "This needs improvement, and here's why." You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You're also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.
Day-to-Day Responsibilities:
* Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 90%
* Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
* Occasionally handling angry customer escalations
* Ensure schedule adherence by agents and desired productivity levels
* Maintaining coaching logs and providing regular written feedback to agents
* Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect
* Listen to team members' feedback and resolve any challenges or conflicts
* Initiate consequence management steps in the case of low-performing team members
* Delegate tasks to high potential team members to build a culture of learning and development in the team
* Suggest and lead team building activities for team motivation
Profile Must Haves:
* +2 years of coaching experience – You have a proven track record of guiding and developing team members, offering structured feedback, and helping them consistently improve their performance.
* +2 years of management experience – You've directly managed a customer service team, overseeing their day-to-day performance, ensuring high standards, and fostering a positive team culture.
* +2 years of customer service experience – You've worked in a customer-facing role, handling inquiries, resolving issues, and delivering exceptional service.
* Excellent communication skills – You can effectively communicate feedback, team updates, and solutions to both your team and other departments, ensuring clear and open lines of communication.
* Strong problem-solving abilities – You excel at identifying service issues, both on the individual and team levels, and implement actionable solutions that improve customer satisfaction and team efficiency.
* Ability to thrive under pressure – You can manage high-pressure situations, ensuring both customer satisfaction and team performance remain uncompromised, even during busy periods.
* Experience in setting and achieving SMART goals – You have a history of setting clear, achievable goals for your team, tracking progress, and ensuring results are delivered consistently.
* Adaptability and flexibility – You can adjust to shifting priorities or customer needs, while remaining focused on delivering quality service and keeping your team on track.
* Strong product and process knowledge – You're quick to learn and become an expert on the products and services your team supports, allowing you to guide and train your agents effectively.
* Customer-centric mindset – You keep the customer experience at the forefront of every decision, ensuring that your team consistently delivers top-tier service.
System Requirements
* Minimum 15Mbps wired internet connection
* Minimum i5 processor or equivalent
* Minimum 12GB Ram
* Quiet working environment
* Steady power and internet connection
This is a fully remote position. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.