AARP Group A

Supervisor, Technical Support

Found in: Jooble US

Description:

Overview

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our teamis made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to learn fast, create with audacity and lead boldly? Join our team.

About the Role

The Store Experience and Support Center serves as the bridge between our Gap Inc Store Employees and the GapTech Team. Our goal is to deliver a frictionless experience for our Gap Inc store employees ususage of our Gap Technology. The primary focus of the Team Lead is to ensure that the customers' technology needs are being satisfied both proactively and reactively, while delivering an exceptional customer experience. They will lead a team of Associate Support Technicians, both Full Time and Contractors, to meet service delivery expectations in a live and ever-changing environment for both single store and multi-store issues. As a leader of others, the Superivisor Technical Support will be responsible for managing their direct reports to provide leadership, direction, and career growth and development.

Each Team Lead at Store Support has distinctive areas of responsibility, in addition to the core body of work. This Team Leader will be accountable for the hiring and onboarding of new contractors and FTE to the desk, as well as ensuring successful completion of the Store Support training program and high quality output.

What You'll Do
  • Oversee the hiring, onboarding, and quality of new hires to the Store Support organization.
  • Provide leadership to direct report Associate Support/ Support Techncians & Contractors growing their skills, while working with them to develop their long-term growth strategy.
  • Provides constant direction and communication to employees and contractors so that customer issues are resolved in a timely, efficient and knowledgeable manner
  • Ensure service levels for customers are met, identifies opportunities for improvements and implements these as agreed when needed. Documents opportunities and generates reporting to SLA performance.
  • Retains the ability to match operational tasks with opportunities for development and strengths so that employee potential is utilized to the maximum
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Support the team by being the first escalation contact for undocumented or difficult call scenarios, including taking over calls when customers are unsatisfied or need to escalate.
Who You Are
  • 2 years experience leading within GapTech with proven capability of troubleshooting and problem solving in a technical environment
  • Demonstrated success interviewing applicants and assessing skills and capabalities for correct role and assessing the training needs of operations teams
  • Proven track record of ability to drive customer satisfaction with strong verbal and written communication, organizational and time management skills
  • Able to manage competing priorities, delegate workstreams, and keep stakeholders informed throughout lifecycle of issues
  • Work as part of a team, or on an individual basis to meet operational targets set by management.
  • Strong presentation and support skills through face-to-face or verbal communications.
Benefits at Gap Inc.
  • Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we've been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

About Gap Inc

Modern American Optimism

We are originators and champions of a uniquely radical and optimistic sense of American style that bridges the gaps between individuals, generations, and cultures. Come join us.

AARP is a nonprofit, nonpartisan organization that empowers people to choose how they live as they age.

calendar_today 1 day ago



location_on Rocklin, United States

work AARP Group

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