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Promenade

Posted 4 months ago

Open

Customer Service Team Lead

RemoteRemoteFull-time

AI Summary

Leads a team of 8 offshore customer support representatives, handling complex inquiries, driving process improvements, and partnering cross-functionally to deliver exceptional B2B customer experiences.

About this role

Who we are looking for...
Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Service Team Lead. We are seeking a dynamic and experienced Customer Service Team Lead to oversee our team of 8 offshore representatives. As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Specifically, you will…

  • Team Leadership: Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service.
  • Customer Support: Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
  • Performance Management: Monitor team performance, set goals, and provide regular feedback and coaching.
  • Process Improvement: Identify opportunities to streamline processes and improve efficiency within the team.
  • Collaboration: Work closely with other departments to ensure seamless communication and collaboration.
  • Problem-Solving: Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently.
  • A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

    • What’s in it for you...

  • Equity/Stock options in a profitable and rapidly growing company
  • Great Medical/Dental/Vision coverage
  • Transportation coverage in the form of parking, rideshare, or metro credit
  • Fully stocked snack bar & weekly catered lunches
  • The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
  • Ability to mold your career and make an immediate impact
  • Work in a fast-paced, fun environment with an eclectic group of people from all over the world

    • You will excel if you have...

  • A natural people person and relationship builder
  • Passionate about serving small businesses and being apart of a growing startup
  • Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
  • An excellent communicator, both in writing and over the phone
  • Friendly, optimistic, and have a caring demeanor
  • Adept at working well under pressure and with tight deadlines
  • Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat

    • Skills

    ConfluenceSalesforceZendesk

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