Customer Care Working Team Lead
Your Mission
As a Customer Care Team Lead, you’ll have the opportunity to be our first Team Lead on our growing Customer Care Team in either our Denver or D.C. office. You will use your exceptional leadership skills and passion for working with customers and team members to help us establish Pie as an innovative and fast-growing startup in the Insur-tech space.
How You’ll Do It
As a Customer Care Team Lead, you’ll be instrumental in leading and developing our existing Customer Care team. You’ll use your communication, coaching and leadership skills to help our team members best serve and support our customers which include small business orders, partner agencies, and vendors. Because our goal is to be best in class in customer experience, your attention to detail, ability to drive results, optimize and innovate processes, and provide clear direction on goals and objectives will be paramount.
Whether It’s Right for You
You’ll be joining our team here at Pie. Everything we do is connected, but we each have different roles. That means we need you to be a customer and team advocate, influencer, strong leader and a Pie product expert! We’re are a start-up. All hands and minds are needed.
This is a working team lead role, which means you’ll continue to work with our existing customers alongside supporting and guiding our Customer Care team. The team lead must understand and predict the needs of our customers and the team. This leader will continue to partner with the Customer Care Manager to scale, guide and support our existing Customer Care team. Qualified candidates must understand the skills of each team member as well as what motivates them.
The Day to Day
- Supports and guides the daily activities and performance of the team through managing the consistency of process and problem resolution.
- Partners with the Customer Care Manager in maintaining a positive, customer-focused culture while ensuring all compliance and company policies are being met.
- Provides exceptional customer service by modeling the behaviors and strategies necessary to successfully interact and resolve the issues with small business owners and partners in all channels.
- Empathize with and understand our customers’ pain points and communicates their concerns internally to help influence Pie’s products and services.
- Remains highly proficient in the Pie environment of systems and platforms and have the ability to coach/develop existing Customer Care team members on such.
- Serves as an escalation point for complex customer inquiries, questions and concerns and skillfully handles and follows-up.
- Creates team accountability by completing quality audits, one-on-one’s and calibrations sessions to build individual skills and ensure adequate training of all associates.
- Builds and maintains useful documentation to help identify team knowledge gaps and build individual accountability and performance plans.
- Advocates for our customers and our team while participating in team meetings, projects, and in communications.
- Must be able to provide and receive timely, specific feedback to help improve the team member, self, and/or process.
The Right Stuff
- High school diploma or equivalent education required.
- 2-3 years of experience in a customer service or in a high-volume customer contact environment required.
- 1 or more years in a leadership role or demonstrated leadership experience required.
- Handles stress well; uses conflict resolution and influencing skills to thrive in a dynamic environment.
- Leader who enjoys wearing multiple hats and inspiring others around you to do their best work.
- Must embody and live our core values through your actions, words, and behaviors.
Working at Pie
- You expect to challenge others and to be challenged.
- Your communication style is candid and compassionate.
- You share your knowledge. We aren’t here to compete with one another; we are in it to win it, together.
- You share our passion for the small business community.