Customer Support Team Lead

Worker Operations Team Lead

Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 200 team members who serve the 400,000+ (and growing) active professionals on our marketplace. As a Worker Operations Team Lead your primary role is to be an exceptional coach for your team.

Your responsibility is to provide agents with constructive feedback, identify the root causes of performance issues, and train them to address and correct those problems. You maintain high standards for your team and aren't afraid to say, "This needs improvement, and here's why." You ensure that the customer experience remains the focal point of every discussion, set SMART goals for performance improvement, and deliver feedback that aligns with our standards. You're also hands-on, willing to dive into customer issues directly, and you become a product expert so that you can coach your agents effectively.

Day-to-Day Responsibilities:

• Closely monitoring agent performance, primarily in terms of quality, productivity, and attendance metrics, with a primary goal of maintaining quality assurance scores above 9%
• Providing frequent coaching to agents based QA feedback, metrics, customer survey responses, and your own ticket observations
• Occasionally handling angry customer escalations
• Ensure schedule adherence by agents and desired productivity levels
• Maintaining coaching logs and providing regular written feedback to agents
• Comfortably navigate our support environment, which includes tools such as Zendesk, Metabase, and Amazon Connect
• Listen to team members' feedback and resolve any challenges or conflicts
• Initiate consequence management steps in the case of low-performing team members
• Delegate tasks to high potential team members to build a culture of learning and development in the team
• Suggest and lead team building activities for team motivation

Experience

• 2+ years of coaching experience – Demonstrated success coaching individuals through structured feedback, development planning, and performance improvement.
• 2+ years of people management experience – Experience leading customer support teams, driving performance, engagement, and accountability.
• 2+ years of customer support experience – Strong foundation in delivering exceptional customer service and resolving complex customer issues.

What Success Looks Like in Worker Operations

• Customer obsessed – Puts workers at the centre of every decision and consistently delivers a world-class experience.
• Data-driven problem solver – Uses data, trends, and root cause analysis to identify issues and deliver sustainable improvements.
• Thrives in ambiguity – Adapts quickly to changing priorities, products, and processes while maintaining high performance.
• Communicates with clarity – Shares information proactively, aligns stakeholders, and provides clear, actionable feedback.
• Bias for action – Takes ownership, moves with urgency, and focuses on delivering outcomes over perfection.
• Continuously learns – Quickly develops expertise in new tools, products, and processes, applying that knowledge to improve both personal and team performance.
• Raises the talent bar – Invests in coaching, challenges others to improve, and builds a culture of accountability and excellence.
• Resilient under pressure – Maintains sound judgement and consistent execution during periods of high volume, incidents, and operational change.

System Requirements

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB Ram
• Quiet working environment
• Steady power and internet connection

This is a fully remote position. Team members are expected to maintain overlapping working hours with both EST and PST time zones and must be available for weekend shifts as needed.

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