Support Supervisor at Fetch Rewards

| Chicago
Sorry, this job was removed at 11:25 a.m. (CST) on Wednesday, January 27, 2021
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Who We Are:

We reward shoppers for digitizing their shopping experience. 
Our mission is to delight the world’s shoppers with a free smartphone app that is easy, smart and fun.

Why Join the Fetch Family?
We make it better for users even when that's difficult for us
We empower people with information and trust
We challenge ideas, not people
We think bigger and keep building
We find ways to bring the fun to Fetch!

We're committed to building an empowered and inclusive community of innovative and passionate people. As a growing organization, we need team players who can go above and beyond their individual responsibilities to help our company build towards its vision. If you are a creative, hard-working, and fun-seeking person interested in working with a close-knit group of highly talented people, this is the right place for you.
Fetch Rewards is an equal employment opportunity employer.
The Role!
The Support Supervisor role is responsible for the success of the team of Support Specialists and smooth operation of the team. You will demonstrate best practices and lead by example while helping grow and develop your team of support specialists throughout their journey with Fetch. A rockstar Supervisor will identify and improve upon process inefficiencies, escalate software issues, and provide clear communication to the team. Must be located in either Madison, WI or Chicago, IL.
This position requires working on Saturdays and Sundays. 
Schedule options: Friday - Tuesday or Wednesday - Sunday. 

Why a Customer Support Supervisor is important:
Fetch continues to grow the number of users we support each day and we’re looking for a passionate Customer Support Supervisor to join us in providing the best experience possible to each user. Our Support Supervisors work to shape the team, help find creative solutions to problems, and ensure smooth daily communications with our users. You will have opportunities to help guide the department from technical solutions to personnel development. Your success in this role is crucial in building a customer-centric business aimed at providing the best user-experience.

Primary Responsibilities

  • Interview, hire, train, and manage team of Support Specialists and ensure consistently high performance of customer interactions and service.
  • Build strong relationship with team of support specialists to understand each person’s strengths to help them outperform and grow.
  • Develop, implement, maintain, and improve systems and best practices that will help the Fetch support team grow and scale efficiently with our user base.
  • Help your team exceed key performance indicators of productivity, customer satisfaction, and quality.
  • Engage the team in small group meetings or activities.
  • Plan & Execute employee engagement activities.
  • Conduct Support Specialists’  performance reviews including goal setting and performance plan. 
  • Assist Support Specialists with career development and growth opportunities.
  • Ensure that Users escalations are handled appropriately.
  • Manage Support Specialist Time Off

Performance Measures

We know we’re both succeeding when:

  • Each member of the team is motivated by your leadership, and you empower each member to operate at a highly productive level.
  • Customer satisfaction ratings are consistently exceeding team goals.
  • Response times are within our 24hr SLA.
  • Consistently improving efficiency regarding issue resolution, and users per agent.
  • Bugs & features requests are promptly reported to development team.
  • You minimize team turnover and maintain a positive working environment within the Support team, and build strong collaborative relationships with other teams.
  • You wake up eager to come to Fetch every day and are excited to tell your friends and family what we’re doing here.

Skills and experience we believe you will need for this position

  • Ability to effectively communicate as a supervisor the expectations of your team and to help Support Specialists work through any questions, challenges, or successes that come with the role.
  • Experience in a rapidly changing environment and the ability to adapt and generate new best practices for problem solving.
  • Strong communication skills to manage relationships and work with technical staff as well as other stakeholders.
  • Manage a rapidly growing & changing team.
  • Natural problem solver
  • You possess a team mentality and enjoy getting your hands dirty and diving into the weeds.
  • 2+ years team leadership experience
  • 2+ years in customer support
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MemcachedDatabases
    • MongoDBDatabases
    • RedisDatabases

Location

Our building amenities include a fitness center, private theater, bike shelter, conference centers and more!

What are Fetch Rewards Perks + Benefits

Fetch Rewards Benefits Overview

Medical, Dental and Vision that provides coverage from day 1.
Anthem, BCBS.
Paid PTO plus additional personal days.
Matching 401K plan.
Pet Insurance.
Pet friendly office.

Culture
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Dental Benefits
Our dental plan covers $1,000 of expenses.
Vision Benefits
The vision benefits plan covers 77% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Pet Insurance
Nationwide Pet Insurance. We cover 100% for 1 per.
Wellness Programs
Team workouts
During Covid we offer: Remote Yoga and strength training!
Retirement & Stock Options Benefits
401(K)
We match 25% on the first 5% you contribute.
Company Equity
Equity is available for most positions at Fetch Rewards!
Performance Bonus
Performance Bonus is based on individual productivity within the organization.
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
We provide employees flexible schedules based on the functions of the business.
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
We provide a pre tax program.
Company Outings
We host an annual holiday party and summer event!
Stocked Kitchen
We provide healthy snack options.
Happy Hours
Parking
Pet Friendly
Pet policy is dog friendly daily, Occasional bring your pet to work days.
Professional Development Benefits
Job Training & Conferences
Fetch Rewards offers employees professional development opportunities.
Promote from within
Mentorship program
More Jobs at Fetch Rewards41 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Marketing
Operations
Product
Project Mgmt
Sales
Developer
new
Remote
Data + Analytics
new
Chicago
Developer
new
Remote
Data + Analytics
new
Remote
Operations
new
Remote
Operations
new
Remote
Data + Analytics
new
Remote
Sales
new
Chicago
Data + Analytics
new
Remote
Operations
new
Chicago
Design + UX
new
Remote
Data + Analytics
new
Chicago
Internships
new
Remote
Developer
new
Chicago
Data + Analytics
new
Remote
Data + Analytics
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Remote
Developer
new
Remote
Project Mgmt
new
Chicago
Project Mgmt
new
Chicago
HR + Recruiting
new
Chicago
HR + Recruiting
new
Remote
Design + UX
new
Chicago
Operations
new
Chicago
Data + Analytics
new
Remote
Operations
new
Chicago
Developer
new
Remote
Developer
new
Remote
Developer
new
Remote
Data + Analytics
new
Remote
Data + Analytics
new
Remote
Developer
new
Remote
Developer
new
Remote
Developer
new
Chicago
Product
new
Remote
Data + Analytics
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Fetch Rewards's full profileSee more Fetch Rewards jobs