Customer Experience Team Lead, Service

Tecovas was founded with the simple goal of making the world's best western boots, apparel and leather goods - and selling them at a fair price. We are a brand revolutionizing a category and welcoming first-time boot buyers and western enthusiasts alike.

Tecovas is looking for Customer Experience Team Lead to manage Customer Experience Representatives. As a Customer Experience Team Lead (Service), you will play an essential role in ensuring our team delivers a top-notch experience to each and every one of our customers by coaching, mentoring, and developing agents. The Customer Experience Team Lead (Service) will report directly to the Customer Experience Manager.

This is a remote position, open to candidates based in the US.

What you'll do:

• Leadership and Team Management:
  • Lead and inspire a team of CSRs to deliver outstanding service across multiple channels, including
    phone, email, live chat, and SMS.
  • Act as a resource and mentor, offering guidance and support to team members to ensure optimal
    performance.
• Customer Service Excellence:
  • Ensure that the team consistently exceeds customer expectations by providing above-and-beyond service.
  • Proactively assist during high-volume periods to maintain service levels and customer satisfaction.
• Performance Monitoring:
  • Monitor daily interactions between CSRs and customers to ensure quality and adherence to
    standards.
  • Serve as the point of contact for handling escalated or sensitive customer issues, demonstrating
    strong problem-solving skills.
•  Performance Review and Development:
  • Conduct regular performance reviews and provide constructive feedback to CSRs to enhance their skills and performance.
• Continuous Improvement Initiatives:
  • Facilitate regular (weekly) check-ins and team huddles to gather feedback and ideas for improving
    service delivery and operational efficiency.
  • Utilize insights from customer interactions to inform business decisions across various
    departments.
• Quality Assurance and Training:
  • Support ongoing quality improvement efforts through coaching sessions and quality assurance evaluations.
  • Collaborate with the Training Manager to stay updated on new product releases and system updates, and facilitate training sessions for team members as needed.
• Special Projects and Department Support:
  • Contribute to special projects aimed at enhancing the overall customer service experience, such
    as Voice of the Customer initiatives, product feedback collection, and process optimization.
  • Assist in the development and implementation of standard operating procedures (SOPs) to
    ensure consistency and efficiency in customer service operations.

Who you are:

• An effective leader able to motivate and coach team members to success
• A high-level operator with the department and customers at the forefront
• A high-energy communicator brimming with positive, proactive energy
• Incredibly focused and attentive to detail, even while working in a very fast-paced environment

Qualifications:

• 2-3 years of management experience in a fast-paced, high-growth organization is preferred
• Understanding of the latest Customer Service technologies and systems
• Bonus: Candidates bilingual in both English and Spanish are highly encouraged to apply!

Schedule:

• To be determined but must be okay with working nights and Saturdays.
• Full-time schedule availability is required

Full Time Benefits & Perks: 

• We offer insurance plans that pay 79-90% of your health premium coverage and 100% of your dental & vision insurance coverage for your family/dependents
• Competitive hourly rate: $24-26/hour (commensurate with experience)
• Generous employee discounts!

About us:

Based in Austin, TX, Tecovas brings the spirit of the West to the modern consumer. Handcrafting the best Western footwear, workwear, apparel, and accessories, Tecovas has grown rapidly since its founding as the first digitally native Western brand in 2015, serving customers through www.Tecovas.com, Tecovas Stores from coast to coast, and select wholesale partners. We’re certainly growing- and hiring passionate, humble, positive, and talented people determined to help us continue to grow!

 Important note: We strive to hire values-aligned people because we believe it takes each and all of us to be successful, and lead with grit, speed and a clear vision of where w