Motili is looking for an Operations Team Leader to join our growing company. We are forging a new path in the repair and replacement industry. Using our technology platforms and mobile apps, we’re striving to implement new ways to improve the industry and benefit our customers. Our ideal candidate for this position is relentlessly focused on customer satisfaction, has strong attention to detail, is passionate about improving operational efficiency and is excited about working in a fast-paced, startup environment. 

Main Job Responsibilities

You will be responsible for maintaining a high level for customer satisfaction through a daily focus on operations.  You and your team will satisfy customers by responding promptly and professionally to their questions, managing their needs, working with Account Managers to understand specific concerns and ensuring that Motili delivers services successfully and within our defined service level agreements.

Activities

Your primary focus is to work with team members to make sure Motili meets service level agreements for its customers. On a daily basis, the Team Leader is expected to:

• Act as a Motili champion, championing Motili products and services as well as being a champion and advocate for its customers, ensuring they are satisfied
• Build strong relationships with colleagues and proactively lead team members to accomplish goals
• Work within the established tools, platforms and processes that Motili defines to support the operations of the business
• Work with customers over email, chat (instant message) and phone to ensure high levels of customer satisfaction
• Work with the team to manage exception cases
• Escalate exceptions that require additional support
• Manage and report on customer satisfaction metrics as defined by Motili
• Become a subject matter expert in Motili’s products and service offerings
• Understand the various functions that affect delivery
• Be available for coverage when there are gaps in staffing or increased volumes experienced
• Provide feedback and suggestions to Motili Product Management about changes to products and services that could improve customer satisfaction

• Four year university / college degree
• Teamwork and great communication skills
• Technical aptitude
• Experience working in operations, customer success or support roles in B2B companies
• Ability to work in a fast-paced, rapidly changing environment
• Ability to use analytics and data to measure success and identify areas for improvement
• Experience leading a team and managing direct reports
• Enjoys working closely with customers to ensure complete satisfaction
• Detail oriented and organized
• Strong prioritization skills