Customer Service Team Lead

Promenade is hiring a Customer Service Team Lead to oversee and coach a team of eight offshore customer support representatives. The role handles complex customer inquiries, improves support processes, and builds strong customer and partner relationships around Promenade products.

Responsibilities:

• Team Leadership: Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service
• Customer Support: Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions
• Performance Management: Monitor team performance, set goals, and provide regular feedback and coaching
• Process Improvement: Identify opportunities to streamline processes and improve efficiency within the team
• Collaboration: Work closely with other departments to ensure seamless communication and collaboration
• Problem-Solving: Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently
• A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

Requirements:

• dynamic and experienced
• passionate, empathetic, driven, and loves solving complex problems with grace and gusto
• outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations
• A natural people person and relationship builder
• Passionate about serving small businesses and being apart of a growing startup
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
• An excellent communicator, both in writing and over the phone
• Friendly, optimistic, and have a caring demeanor
• Adept at working well under pressure and with tight deadlines
• Experienced with customer service or customer support, including phone, email, and/or chat
• retail or service industry experience a big plus