Team Lead: Lawn Treatment and Related Services

You will be joining the team as our Team Lead of Lawn Treatment and Related Services, and as such you will be responsible for overseeing the phone and email support for our LT pros and customers. You will lead a team of LT representatives and work closely with the other Support Managers to ensure our customers and pros have a great support experience as we undergo improvements in our delivery of these additional services. Tasks will also include:

• 1:1s and coaching of your team
• Managing your team’s performance metrics and making the necessary adjustments to ensure your team’s success
• Hiring and assisting with onboarding of LT representatives
• Working cross-functionally with our LT providers and our product teams to improve the delivery of our LT services.
• Keeping up-to-date policies and processes for your team
• Various project management related to the implementation of changes in the LT process
• Partnering with other members of support management team to identify areas of opportunity and work to improve the organization
• Taking this opportunity to be a part of something awesome, that you’ll be able to help shape the future of while working with a wonderful team of peers.
• Working with formulas to create and maintain reporting.

Requirements

• This position is open to all members of our LS support team.
• Quiet, Dedicated Workspace (You’ll need a workspace with a reliable internet connection that allows you to take calls/join meetings for the full duration of your shift without interruption, noise, or otherwise)
• Customer Focused
• Strong Verbal and Written Communication (Phone, Email and Chat)
• Strong Attention to Detail
• Problem Solver
• Adaptable (Things can change fast and often in a startup environment, you’ll need to be able to adapt to those changes and continue performing without a hitch)

Experience Requirements:

• 3+ Years of experience in Customer Support, including web, email and chat support
• 1+ Years of experience in Coaching/Delivering Feedback
• 1+ Years of experience in Small Team Management
• 6 months of defined success in a role at LawnStarter
• Managing Remote Agents
• Phone/Email/Chat Support
• SQL

Equipment Requirements

• High Speed Internet Connection
• Computer (Windows or Mac is fine, as long as you can use Google Chrome with multiple tabs open at all times and with little to no issues (crashing, extreme slow downs, etc.)
• Headset (For your 1:1s with your direct reports, other general meetings, and occasional calls with customers)
• Webcam (For team and 1:1 meetings we’d like to see who we’re working with and talking to, so a webcam that can capture video of you is required.

#LI-DNI