Key skills
Communication
About this role
Role Overview
- Take standard inbound requests in Tier 1 inbox
- Act as the sole point of contact for the Partner Success team when Lead is unavailable
- Handle low-level escalations in the Tier 2 inbox
- Monitor inboxes and liveboards to ensure agents are available and tickets are being handled in a timely manner
- Send reminders to Partner Success agents regarding process updates, lunch brakes, etc.
- Coordinate inbox routing to ensure agents are communicating with the appropriate department
- Direct agents toward documented process
- Identify workflow issues or knowledge gaps and suggest solutions for improvement
- Help cultivate a healthy team dynamic, positive atmosphere, and culture of support and inclusivity
- Assist with any team projects the Lead or Manager may provide
Requirements
- Ability to quickly learn and implement new processes
- Success in overseeing a team
- Experience identifying communication or process gaps and suggesting solutions
- Proven ability to cultivate a positive relationship with team members and other departments
Benefits
- Competitive Pay – Earn a solid wage for the hard work you put in every day
- Health Benefits That Matter – Medical, Dental, and Vision coverage to keep you feeling your best
- Financial Support – 401(k) options plus AD&D, Short-Term, and Long-Term Disability coverage
- Paid Time Off (PTO) – Earn time off as you work, giving you paid time to rest, recharge, and take care of what matters most