ABOUT THE ROLE

Upserve is the industry's leading full-service Restaurant Management Platform. In a single platform, Upserve offers the market-leading cloud point of sale for restaurants, actionable analytics, and seamless integration with leading third-party restaurant apps.  Thousands of restaurants use Upserve to manage relationships with more than 32 million active diners, and to serve over 23 million meals per month.

Upserve is headquartered in Providence with a second office in Denver. Recently, Upserve Denver was recognized by the Denver Business Journal as one of the best places to work in Denver in 2019. We believe that culture is a competitive advantage, and treat it as such - our values of One Team, Impact, Empathy, Openness, Curiosity and Grit guide our daily actions.  Learn more about what that means from our blog - https://upserve.com/inside-upserve - or by following us on Twitter and Instagram (@InsideUpserve).

The Team Lead, Customer Support will be responsible for overseeing a team of Tier 1 agents that deliver technical support and customer education to Upserve's customer base. Restauranteurs are stretched daily across a multitude of tasks; when they need help,  we want to make it hyper-efficient and high quality. 

Day to Day this Means:

• Providing oversight for Customer Support Specialists [Tier 1] including triage, monitoring of tickets for completeness, and timeliness of completions
• Providing regular feedback on the growth and development of team members
• Coaching frontline Customer Support Specialists to help them achieve personal and professional goals
• Managing customer escalations, leading customers to quality resolutions 
• Maintaining authority for customer escalations 
• Motivate and develop a team of Customer Support Specialists to deliver the best possible issue resolutions to our restauranteurs in the least amount of time
• Meet weekly and monthly call center evaluation metrics - Ensure SLA commitments are consistently met
• Help facilitate Tier 1 Bootcamp training for newly hired Tier 1 agents and provide training as necessary for agents to meet role expectations
• Hold regular one-on-one meetings with Customer Support Specialists

***Upserve provides 24/7/365 support for our customers; therefore, the work schedule for the Team Lead, Customer Support will be 12pm-9pm Tuesday-Friday and 9am-6pm on Saturdays.

QUALIFICATIONS

Above all else, all Upserve employees are united in our shared optimism, passion, and enthusiasm for the customers we support through our innovative product. In our daily work, exemplify our values of grit, openness, empathy, Impact, and curiosity. It also means that you enjoy having a big impact, can operate autonomously and possess the following qualifications:

• 2-3 years of supervisor or management experience in an inbound call center environment
• Bachelor's degree in related field is preferred 
• Customer service experience
• Software and/or SaaS experience preferred
• Well-versed in employee coaching, employee development, and interpersonal relationship building skills

WHAT UPSERVE HAS TO OFFER YOU

• We put family first. At Upserve that means making the choices that are right for you and taking the paid time off you need when you need it. We know it’s impractical to assume that work never bleeds over into our personal lives, and vice versa. Instead of fighting to keep the two separate, we make sure that our perspective on family reflects the values of our employees.

• We’ll invest in your career. Upserve is growing quickly, and we’ll give you the opportunity to do the same. Through our internal learning and development resources and our partnership with Vista Equity Partners, you’ll have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs.

• We care about your wellbeing. We pay 100% of your medical and dental insurance coverage, offer tax savings plans for retirement and dependent care, subsidize your transportation costs, offer a generous and inclusive parental leave, and provide catered lunches/meal allowances.

• We’re creating an inclusive environment where everyone can thrive. Our customers are a diverse group, so we’re building a team that is too. Through our various D&I recruitment partnerships, intramural sports, quarterly engagement and feedback surveys, and more. We’re building an organization that provides our employees with the emotional and physical space to bring their best selves to work.