Team Lead
SpotHero is looking for a Team Lead whose compassion for both our customers and Customer Support Team Members (Customer Heroes) will help our Customer Care Department stand apart from all others! This person will be integral in shaping SpotHero's largest and fastest growing team.
Who we are: SpotHero is one of Chicago’s hottest tech companies! We’re rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app or website to reserve convenient, affordable parking on-the-go or in advance, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace.
What will I do?
- Be a leading presence by acting as a role model for all Customer Heroes through consistent and excellent performance.
- Manage direct reports and communicate feedback, issues, and/or trends, while building your own leadership skills.
- Hold direct reports accountable for department metrics (i.e: call center metrics).
- Work closely with Customer Hero Leadership Team to have an understanding of call center structure and KPIs.
- Be a resource to all Customer Heroes by handling escalations, keeping a pulse on the floor, and offering assistance when needed.
- Participate in and add value to weekly management meetings.
- Assist with process improvements around training workflows.
- Anticipate your direct reports' needs and help them grow their careers.
You are:
A shining star and expert on all things customer support!
- You are skilled at delivering feedback in a productive way.
- You are interested in improving the lives of all Customer Heroes through better workflows and communication.
Interested in growing your leadership, management, and administrative skills such as:
- Goal setting for direct reports.
- Conducting team meetings and individual recaps.
- Collecting and synthesizing Customer Hero Team feedback.
Interested in the ins and outs of customer support metrics.
- You are desperate to understand exactly how adherence is calculated!
- You are intrigued by call forecasting and scheduling calculations.
Calm, cool, and collected. Always.
- No angry customer nor large queue size can get to you - you always have a plan and make sure those around you are set up for success!
Pre-Requisites:
- Bachelor’s Degree
- 2+ years experience customer support experience
- Experience in customer support leadership strongly preferred
- Must be available to work the following schedule: Sunday-Thursday 10am-7pm
What we are offering:
- Career game changer – A truly unique experience to work for a fast growing startup in a role with unlimited potential for growth.
- Excellent benefits – We cover 90% of Medical Premiums, 50% of Dental & Vision Premiums, and offer company sponsored Life Insurance.
- Flexible PTO policy and great work/life balance – We value and support each individual team member.
- Fun perks like snacks, catered lunches, happy hours, wellness programs, and SpotHero swag.
- Annual parking stipend (duh – we're a parking company!).
- The opportunity to collaborate with fun, innovative, and passionate people in a casual, yet highly productive atmosphere.
- A workplace recognized as the Startup of the Year by Built in Chicago and one of Chicago’s Best Places to Work for Women Under 35 by Crain’s Chicago Business.
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