Team Lead, Customer Care

3 weeks ago

Toronto, Canada Roadpost Full time

Company Overview

Roadpost is a leading provider of mobile satellite solutions, and the partner of choice for thousands of individuals
that work or travel beyond the limits of terrestrial or cellular coverage. From private and public sector employers
who need to connect and protect employees at remote worksites, to backcountry adventurers and enthusiasts,
Roadpost’s customers have many faces, but a common concern - the need for reliable communications that they
can access anywhere. Roadpost has over 70 employees between our Toronto and Seattle offices, serving over 70,000
subscribers. Our growth has come organically, through acquisition, and through innovative and proprietary product
introductions including our GeoPro Work alone solution and ZOLEO messaging app and devise. We value innovation,
teamwork, and an entrepreneurial ability to get things done.

Position Description

The Team Lead, Customer Care provides leadership, training and guidance to the customer care team that responds

of SLA’s and queue volumes, quality assurance, training, coaching and escalations for complex issues. The role
requires a critical thinker who will identify areas of improvement and help drive efficiency, consistency, and
customer satisfaction. This role is based in Toronto and reports to the Manager, Customer Care.

**Responsibilities**:

- Daily monitoring and ownership of the various inbound customer care communication channels including
- Responsible for team scheduling and coverage, break/lunch adherence, task and ticket prioritization.
- Utilizing the helpdesk (Zendesk) to monitor, analyze and improve agent performance and productivity.
- Ensure SLA targets prioritized and met daily
- Speak with customers directly when required to resolve high level issues or escalations
- Leads by example and will jump into phone queues to take calls or handle tickets if all agents are busy
- QA monitoring of agents including coaching, and call spot-checking.
- Coach agents towards S.M.A.R.T. Goals and objectives as set by the Manager of Customer Care
- Actively support the quarterly/annual performance review process
- Ownership over new hire training and onboarding across both offices. Provide refresher training and

huddles on an ongoing basis
- Ownership over the internal/external knowledge base content including the creation and maintenance of

job aides, SOPs, and internal communications.
- Provide feedback regarding training and support materials, key call drivers, and/or desired system

enhancements to improve productivity and customer satisfaction
- Stay informed on new products, services, and changes in technology.
- Establish and maintain effective working relationships with internal stakeholders.

Skills & Knowledge:
1. At least 3-5 years’ experience in a call centre and/or operations support environment, preferably having led
a team of front-line CSRs
2. Excellent critical thinking, problem solving and conflict resolution skills
3. Ability to lead, coach, train and support front-line Tier 1 and Tier 2 customer service representatives
4. Experience with high level troubleshooting and technical support
5. Excellent oral and written communication skills (business telephone and written etiquette).
6. Customer-centric focus on providing reliable service to internal/external customers.
7. Understanding of wireless (voice and data) technology as well as remote messaging technology.
8. Strong working knowledge of Microsoft Office suite.
9. Ability to prioritize activities and meet all deadlines.
10. Positive team spirit, energetic and enthusiastic attitude.
11. A Post-Secondary Degree in Business, Technology, or Equivalent field.

Nice to Have:
1. Telecom or networking solutions experience highly desirable.
2. French verbal and written communication skills highly desirable.

What we Offer:
1. Competitive Base Salary
2. Personal & Corporate Bonus
3. Health & Dental benefits
4. 3 weeks Vacation
5. RRSP Matching
6. Hybrid work model

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