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Customer Support Team Lead



Customer Service
New York, NY, USA
Posted on Thursday, May 23, 2024

About the role:

As Customer Support Team Lead, you will be stepping in to deliver Wagmo's Customer Support playbook and oversee the success of the team. In doing so, you will ensure that Wagmo delivers a best-in-class support experience to Wagmo’s pet parents and manage an efficient, highly productive team of customer support reps.

What you’ll do:

  • The Customer Support Team Lead will work directly with the CX team and serve as a conduit between the customer support team and Director of Customer Operations

  • Team Lead is responsible for advanced knowledge of coverage, policies, procedures, as well as leading by example for the customer support Team

  • Develop and execute on Wagmo's Customer Support playbook for its B2B and D2C customers

  • Leverage and build self-serve and automated solutions for scaled customer support offerings

  • The Team Lead will coach team performance and work with each member to ensure team production and services goals are consistently met

  • Handle escalations phone calls, emails, and chat messages from policyholders

  • Provide coaching and work with each member to ensure team production and services goals are consistently met

  • Implement and oversee systems for monitoring key performance indicators (KPIs) and customer support metrics, utilizing data analysis to drive decision-making and identify trends, patterns, and areas for improvement utilizing the customer support dashboard

  • Ensure all KPIs and OKRs are consistently achieved

  • Build highly productive teams, helping us attract, develop, and retain the best customer support talent

  • Help build and maintain a great diverse and inclusive culture

  • Model ethical behavior and execute job responsibilities in accordance with Wagmo’s mission, vision, and core values

What you’ll need to be successful:

  • 4-6 years of customer support experience in the employee benefits or HR technology industry supporting both B2B customers as well as B2C customers (bonus points if you’re familiar with veterinarian terminology!)

  • Proven track record of consistently driving results of and developing solutions for a Customer Support team(s)

  • Knowledge of Zendesk or similar Customer Relationship Management software along with AI, self-serve and/or other automation solutions

  • Articulate, professional, and possesses a strong quality customer service mindset

  • Strong attention to detail and written communication skills

  • Data-oriented and metrics-driven

Key Benefits:

  • Pay range: $100,000-$120,000

  • Equity in the company

  • Generous health care coverage, including dental, vision, mental health, voluntary life

  • 401k

  • Flexible paid time off (PTO) policy

  • 12 weeks parental time off

  • Company-paid pet wellness and insurance coverage

  • Pet friendly office (there’s a literal dog park in the office)

  • Team lunches