Sr. Team Leader, Escalated Support

Overview

The Sr. Team Lead, Escalated Support role in Customer Support & Recovery will manage the performance of a team of Specialists who are the escalation point for our Agents. This leader will be responsible for ensuring the team is equipped and empowered to support agents and ultimately customers, as we strive to meet or exceed performance expectations and goals. In addition to these core duties, it is expected for this role to build cross-functional partnerships across Support Now and the business to continuously improve, create strategy for CS&R Escalated Support function, and grow and develop the team. This leader must be relentlessly focused on serving their team and our customers and creating a premier and personalized experience for them.

 

Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.

 

About Support Now

Chick-fil-A SUPPORT NOW is an essential sub-department of Field Operations. We provide support by making it easy with care for our Operators, Team Members, and Customers to get answers, solve problems and identify opportunities. The Customer Support & Recovery (CS&R) team at Support Now focuses specifically on recovering our external customers. We measure success by the speed, accuracy, and experience we provide. We also focus on continuous improvement, and strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

 

If you are passionate about joining a championship team that focuses efforts on making it easy with care, Chick-fil-A Support Now is the place for you.

Responsibilities

• Provides daily direction and support to a team of Specialists.
• Identify and implement continued process improvements to create an effortless experience for the customers and Agents we serve.
• Create strategy for functional area of CS&R Escalated Support
• Support and lead special projects in CS&R and Support Now
• Act as a senior escalation point for customers
• Partner cross functionally with Initiative and Problem Management, Business Partners and vendors to solve major outages or trending issues.
• Lead retrospectives and after-action reviews for functional area
• Act as hiring manager in selecting great talent for their team.
• Own the overall performance of the team’s cases and work.
• Support Specialists on team in their. growth and development, in role, and as they pursue what’s next
• Tell the story of team’s performance and value add to CS&R And Support Now leadership.
• Partner with Agent Team Leads to identify training and knowledge opportunities for agents.
• Hold regular one-on-one meetings with specialists to reinforce the vision, common goals, individual goals, discuss performance and development strategies/plans.
• Recognize employees for exceeding expectations and/or creating remarkable experiences.
• Maintain high morale through education, communication, displaying interest in the specialists both professionally and personally.
• Provide leadership coverage on Saturdays as needed on a rotational basis.
• Provide leadership coverage on certain holidays as needed on a rotational basis.
• May work non-traditional work hours as needed to provide leadership coverage for varying shifts.

Minimum Qualifications

• Bachelor's degree
• 5-7 years of relevant work experience
• 3 years in hospitality or customer support role required
• 1 year people leadership experience

Preferred Qualifications

• 3-5 years of people leadership experience
• Leadership position leading teams and cross-functional teams;
• Customer service experience
• Support Now Desk/Call Center leadership experience, a plus
• Hospitality and/or Chick-fil-A restaurant experience, a plus

Minimum Years of Experience

5

Travel Requirements

10%

Required Level of Education

Bachelor's Degree