The opportunity
This role will be hybrid to the Omaha office. The schedule is Tuesday-Saturday approx.
What you'll do
Manage and coach a team of 10-15 agents while monitoring their attendance and: schedule adherence throughout the day
Provide coaching and feedback to all agents through the Quality Assurance: process and/or through One on One sessions to improve their effectiveness for Customer Support
Train and develop members of the team on process, technical troubleshooting, and new product knowledge
Maintain open communication with agents regarding their concerns and ideas, relaying to others as appropriate
Communicate and influence new ideas for improvement with a solutions-oriented mindset
Assist agents with challenging guest contacts and handle escalated tickets
What they're looking for
- Work with the guest leadership, operations, and product teams to effectively: grow and scale the guest support function
- Assist with our relationship with our BPO partners
- + years of experience performance managing and coaching, for instance a Team Lead or Manager
- + years of experience in a role responsible for customer satisfaction and championing the customer experience