Another job opening from Customer Support Department (Ops, Customer Care). This is open to both internal and external applicants. Thank you. Interested applicants, please click this link: grnh.se/kcyx6q Thumbtack is one of San Francisco’s hottest startups and has more than $100M in funding from some of the world’s most respected investors. We are changing the way people find and book services in the U.S. – from handymen and electricians, to DJs and wedding photographers – you’ll find it all on Thumbtack. We are introducing hundreds of thousands of consumers to service professionals every month. In 2013 alone, our service professionals earned more than $100 million on Thumbtack. Were so excited for how much we are already helping these hardworking small businesses, and were just getting started. With money in the bank, and a proven business model, our Customer Operations team is scaling fast. As a Team Leader, you’ll effectively coach our front line team members (those responding to customer emails) specialists and manage the day-to-day activities of the team as it relates to specialist performance. You’ll also solve escalated customer issues and do whatever it takes to create a top-tier customer experience. You’ll love working with us if: You have a positive, happy attitude that makes you want to delight our customers every day You love coaching people to help them reach their full potential You’re smart, honest, patient and a great communicator You question everything and have a deep desire to always be improving You want to be part of a San Francisco startup that is growing so fast we can’t keep up with ourselves Key Job Responsibilities: Coach and develop a team (10-20 members) of remote (work from home) email support specialists Drive efforts to achieve team goals (example KPIs: CSAT, tickets per hour, Quality, and First Response Time) Provide targeted and needs-based coaching to each team member weekly Proactively identiy process improvements, including identifying root causes and possible solutions to optimize team performance/metrics Maintains key team reports, including team KPIs, specialist-level stats, specialist scorecards, and provide ongoing updates on team performance Handle escalations and complex customer issues Cascades ongoing product and process updates to team, implementing system and process changes where required Maintains strong team morale and conduct, including high engagement levels and schedule adherence Candidate Profile: At least two years of college; four-year degree preferred Prior supervisory experience in a BPO (contact center) or similar industry Demonstrable experience managing complex customer support programs Understands process of troubleshooting issues and identifying root causes Experience with coaching-need-analysis Experience with email ticket support a must Familiarity with Zendesk a plus Experience working with remote team highly preferred Proficient with Excel and reporting Exceptional English communication skills Passion for training and coaching Essential Job Requirements: Ability to work from home on a full time basis (must have fast and reliable internet connection, webcam access, and a professional working environment) This job will be contracted through oDesk. It is long term, continuous and a minimum of 40 hours per week
Posted on: Tue, 04 Nov 2014 16:30:50 +0000
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