Team Manager

Company Description

SquareTrade, Inc. d/b/a Allstate Protection Plans ("SquareTrade") is one of the fastest-growing companies in its industry. We're transforming a $30B market through service innovation and an unwavering focus on customer satisfaction. Our partners include some of the world's most recognized retailers and carriers-Walmart, Target, Amazon, Costco, and The Home Depot, to name a few. We consistently earn industry awards, have tens of thousands of 5-star reviews, and we're just getting started.

As part of the Allstate family, SquareTrade has headquarters in the Bay Area and London, and we're expanding rapidly across Europe and Asia Pacific, including Japan, Australia, Korea, and Thailand.

Job Description

The Team Manager is responsible for supervising a team of Cloud Support Technicians, coordinating day-to-day operations to ensure consistent execution of assigned tasks and team performance goals. This role supports operational efficiency, provides frontline coaching, and fosters a positive team culture while ensuring adherence to established processes and service standards.

This role has a direct impact on team performance by providing guidance, real-time support, and escalation handling for routine issues, while following established practices and identifying opportunities for incremental process improvements within the team.

Job Functions & Responsibilities:

• Assign and monitor team workload against established KPIs on a day-to-day basis, ensuring team goals are met and operational standards are consistently achieved
• Provide coaching, guidance, and support to team members to improve performance and build capability based on established procedures. Provide support and guidance for annual training, certifications, or other technical skill sets required to support the Cloud Services environment.
• Promote SquareTrade's core values and reinforce a positive, accountable team culture through consistent frontline leadership
• Act as an escalation point for routine team issues, providing real-time support and resolving operational or customer challenges, escalating more complex issues as needed
• Provide input to leadership on system, workflow, and process improvement opportunities to support team efficiency
• Develop and manage Development Action Plans for team members based on KPI performance and customer feedback, supporting ongoing performance management
• May need to work various shifts depending on company need

Qualifications

• Bachelor's degree or equivalent experience, and 3+ years of experience in a technical or operations environment with some responsibility for team support or coordination
• Experience working in a fast-paced, process-driven environment (experience with M365 and/or Microsoft Cloud support services preferred)
• Demonstrated ability to support team performance against KPIs and operational goals
• Experience providing coaching, feedback, and support to team members
• Basic analytical and problem-solving skills with the ability to resolve routine issues using established procedures
• Ability to collaborate with peers and escalate issues appropriately to address operational challenges
• Must be US-based

Additional Information

At SquareTrade you'll have access to:

• Medical, dental and vision coverage with network optionality and the ability to contribute to a savings account (HSA or FSA)
• Up to 4% company match into 401(k) and contributions into your company-sponsored pension
• $75/month budget to help prioritize your physical wellbeing
• $80/month stipend to subsidize connectivity costs
• Mental health resources including free 1:1 therapy, coaching sessions and digital resources
• Supportive leave policies
• Flexible Time Off Policy in addition to 9 Company Holidays
• Tuition reimbursement up to $5,250 per year to further your personal educational advancement desires
• Hybrid work arrangements with regular investment in gatherings/offsites to spend time together as team
• Various corporate perks and discounts

SquareTrade estimates the possible base compensation for this role, if hired in the U.S, to be in the range: $55K-$85K (based on experience & qualifications)

SquareTrade/Allstate Protection Plans generally does not sponsor individuals for employment-based visas for this position.


The candidate(s) offered this position will be required to submit to a background investigation.


Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.


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