CX Team Lead

About the role:

As Customer Support Team Lead, you will be stepping in to oversee the success of Wagmo’s customer support team. In doing so, you will ensure that Wagmo delivers a best-in-class support experience to Wagmo’s customers and aim to be a valuable resource for the customer support Team. 

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
• Provide daily direction and communication to customer support associates to ensure the team is performing optimally
• The Team Lead will coach team performance and work with each member to ensure team production and services goals are consistently met
• Monitor, analyze and report on performance: customer support inventory, first call resolution, chat volume to assure conformity with company objectives and continuous improvement
• Handle escalations phone calls, emails, and chat messages from policyholders
• Promptly manage all aspects of customer interactions
• Provide appropriate reporting on the CX agent level to gauge productivity and ensure goal and metrics are met
• Work collaboratively across all internal departments to execute on Operations related initiatives
• Foster a positive and professional relationship with external veterinary professionals 
• 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 
• Identify and execute on key areas for efficiency of day-to-day operations
• 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 
• Partner cross-functionally aligning customer support and claims to the rest of the organization
• Model ethical behavior and execute job responsibilities in accordance with Wagmo’s mission, vision, and core values

What you’ll need to be successful:

• 3-5 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 customer experience leadership experience 
• Knowledge of Zendesk or similar Customer Relationship Management software 
• High school diploma or GED
• Articulate, professional, and possesses a strong quality customer service mindset with attention to detail with excellent tracking, follow-up, and relationship building skills
• Ability to identify problems and logically research with minimum assistance to locate answer through appropriate reference materials

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