Team Lead Customer Support

MavTek is proud to be an equal opportunity workplace dedicated to hiring and nurturing a diverse workforce._ **We're looking for a Team Lead, Customer Support to join our established, well-structured, and fun team. It might be you.** The Team Lead, Customer Support plays a meaningful role in directing a team of customer-facing Support Agents. Your hands-on experience in customer service will be reflected in every aspect of the position, whether in mentoring sessions with agents, treating advanced cases from our website community, or communicating with department and company leadership. We are seeking a highly motivated individual who is passionate about making Customer Support a key contributing factor to our community's success, dedicated to career development and personal growth within a fast-paced collaborative environment. **Sure, MavTek looks good on paper. But we're so much more**: Since entering Montreal's tech scene 8 years ago, MavTek continues to grow rapidly while the team forges ahead on a path of inventing change and creating real impact for our customers. We're looking for a Team Lead, Customer Support who is innovative, eager to own their success and energized by the opportunity to pursue a career that's as challenging as it is rewarding. At MavTek, we empower you to raise your voice, make a real impact not just within our fast-growing company, but in everyday lives of tens of thousands of our customers. **Make your friends jealous with**: - 4 Day Work Week - Competitive salary & generous vacation packages - Remote work policy - Option for hybrid work if you want to take advantage of our state of the art office in Montreal - Profit Sharing Plan to help prepare for your future - DPSP plan (employer match) - Instant access to 24/7 online healthcare with a family plan - Home office subsidy, in addition to the essentials including monitor, laptop & accessories - Collaborate with a diverse and passionate team that pushes the envelope and questions the status quo - An environment where you can grow and gain opportunities for development and advancement - Tuition Reimbursement Program - Generous referral program **What your day-to-day life at MavTek look like**: - Supervising support agents and ensuring you achieve in-bound interaction critical metrics - Providing leadership, direction, and motivation to support agents - Handling intensified interactions and items delegated by management that require special attention or follow-up - Observing, mentoring, and providing feedback to agents regarding their performance and productivity - Supporting agents with general production activities during peak periods and special events - Other projects and administrative responsibilities related to supervising a team of support agents **Enough about us, we want to know more about you**: - You have 2+ years in a contact center or customer service environment, with 1-year minimum supervisory experience - Top-notch interpersonal skills; exudes clarity, integrity, respect and compassion in all communications and interactions - You are well-organized; able to multi-task and prioritize in a dynamic environment - Self-starter and mature attitude with a proven work ethic - never needs to be chased for deliverables - Strong attention to detail and the ability to make real-time, informed decisions - Excellent organizational and communication skills - You have a real passion for learning, change, and growth; start-up experience a definite plus - A hands-on approach and "get it done" attitude - Comfortable with technology; ability to navigate and understand new systems and platforms - Consistent track record leading staff to reach performance targets - Able to work independently and in a team environment **You'll be Joining other MavTek Matches**: We're DJ's, video game heroes, photographers, movie buffs, musicians, grill masters and everything in between. We're fiercely proud of our teammates, our work, and the impact we're making to help tens of thousands of entrepreneurs who rely on our e-commerce platform to monetize their content. If you're inspired to do the best work of your life, then join the team