Job Description
- Ensure the highest level of customer service and professionalism by the Member Support staff
- Quality monitoring to ensure a high level of service performance through continuous coaching that will result in gradual development and improvement of Member Support agents
- Ensure that all internal policies and procedures are followed, escalate inefficiencies and discrepancies as they arise
- Maintain training methods for timely and efficient execution of departmental goals. Be cross trained in all pertinent functions/areas
- Be meticulous about details. Our team works as a collective unit in order to ensure top notch customer service. This means that we may have multiple teammates address the same issue and we require details notes on all interactions with our members and partners
Primary Responsibilities
- Lead a team of 5-7 Member Support associates
- Managing performance across a team of Member Support associates, coaching them to reach their set goals and grow their platform knowledge
- Develop & coach your team through weekly 1:1s, biannual reviews, quality assurance, and helping your team attain both personal & professional career goals
- Iterate on current Member Support processes, and scripts to increase efficiencies
- Collaborate cross functionally with key partners in Account Management, Biz Ops, Product, and Marketing to continue improving the overall customer experience
What We’re Looking For
- Pristine written & verbal communication skills – this job does require both phone and email communication across all teams
- A quick learner ready to grasp our systems, processes & procedures
- Ability to problem solve and work on several projects simultaneously while continuing to provide quality work
- Experience with Salesforce.com (CRM) strongly preferred
- Forward thinker with the capacity to be creative in developing new ideas and implement proven methods for the team
- A leader with high expectations of each of their team members and isn’t afraid to have challenging conversations to coach towards individual and team goals
- Able to work quickly and efficiently while still being thorough