Customer Care Team Lead

2 days ago

Calgary, Alberta, Canada ZayZoon Full time

About ZayZoon

ZayZoon is a fast-growing Financial Technology and HR company that empowers small and midsize businesses with financial tools to make them the place where people want to work.

We've created a financial empowerment platform that helps small but mighty HR teams make a big impact on employee financial wellness. Our platform is quickly becoming the employee financial wellness super-app that employees can't live without, and employers are clamoring to offer to help attract and retain talent.

We are growing rapidly and have been recognized for our rapid growth in the 2023 Deloitte Technology Fast 500 and Canadian Technology Fast 50 program.

We're at a turning point in scaling our organization. We are seeking a highly motivated and resourceful Customer Care Team Lead to drive department KPIs and help scale the Customer Care organization for ZayZoon as we execute on our mission of saving 10 million employees $10 Billion.

Key Responsibilities

  • Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
  • Monitor customer service performance on the agent and team level
  • Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
  • Establish and manage your team to individual and team goals and objectives
  • Assist in report creation reflecting support performance and/or conversation details
  • Monitor the Customer Care queues and assign resources to ensure we meet our targets
  • Coordinate and lead ZayZoon new hire training for Customer Care
  • Own 'escalated' customer communications through to resolution
  • Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling
  • Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure
  • Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing
  • Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing, etc.

Requirements

  • 4+ years of experience in a Support environment with inbound communication
  • 2+ years experience in People Leadership
  • Process Improvement & change management experience
  • Excellent communication skills and ability to tailor messaging for technical and non-technical audiences
  • Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
  • Experience in financial technology, payroll, or banking industry is a plus

What We Offer

  • A remote work environment
  • A secure high-speed internet connection and a secure workspace
  • A competitive salary and benefits package
  • Ongoing training and development opportunities

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