As an Assistant Manager, you will lead a team of 15–20 remote support representatives, supporting lawn care pros and customers. Reporting to the Support Manager, you will play a key role in team performance, training, and ensuring exceptional customer or pro experiences. This is a dynamic position that offers the opportunity to help shape processes and grow within the company.

This role is ideal for a dynamic, results-driven leader who is passionate about empowering teams and delivering outstanding customer or pro experiences.

Key Responsibilities

Team Leadership

• Conduct 1:1 coaching sessions, performance reviews, and team meetings to support agent growth and development.
• Motivate and inspire your team to meet or exceed performance metrics and KPIs.

Performance Management

• Monitor and analyze team metrics (e.g., CSAT, Productivity, QA, etc..), identify trends, and implement improvement strategies.
• Provide constructive feedback to drive individual and team success.

Recruitment and Onboarding

• Assist with hiring processes, including interviewing candidates.
• Oversee onboarding and any additional training of new hires to ensure a smooth transition from training to being live.

Process Improvement

• Stay updated on company policies and procedures, ensuring agents remain informed and compliant.
• Collaborate with peers and upper management to identify and implement operational improvements.

Light Project Work

• Contribute to team-focused projects aimed at enhancing efficiency, customer or pro experience, and team engagement.

Availability

• Schedules should be flexible based on business needs