Customer Service Team Lead
New
S
SkylightTechnology Startup
United States, 8 AM to 8 PM ESTFull-TimeLead
SalaryFor Colorado-based candidates, the range being offered for this role is $67k based on experience and for California-based candidates, the range being offered for this role is $67k based on experience.
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Job Details
- Experience
- 2+ years
- Required Skills
- LeadershipQuality AssuranceSlackZendeskCoachingTrainingCustomer support
Requirements
- 2+ years of experience in customer support.
- Demonstrated leadership abilities, including coaching, training, and performance management.
- Strong written and verbal communication skills.
- Proficiency with support platforms such as Zendesk and Slack.
- Highly organized with the ability to manage multiple priorities in a fast-paced environment.
- Comfortable using a Macbook for daily tasks.
- Availability to work nights and weekends, including rotating shift schedules.
- Ability to work during peak holiday periods such as Thanksgiving and Christmas.
- Reliable wifi connection.
- Ability to travel to in-person events quarterly or as business needs arise.
Responsibilities
- Ensure consistent staffing and smooth operation across phone, chat, and email support channels.
- Act as a leadership partner to the Supervisor by reporting on team performance, trends, and coaching outcomes.
- Conduct quality assurance by reviewing agent interactions and providing feedback on tone, accuracy, and efficiency.
- Develop and deliver training and onboarding programs for new Concierge Agents.
- Maintain deep product knowledge of the Calendar suite to support escalations and complex issues.
- Manage team coverage and support during peak seasons such as Q4 and Mother's Day.
- Participate in pilots and cross-functional projects to implement new tools or support workflows.
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