- The Customer Support Team Lead will work directly with the CX team and serve as a conduit between the customer support team and Director of Customer Operations
- Team Lead is responsible for advanced knowledge of coverage, policies, procedures, as well as leading by example for the customer support Team
- Develop and execute on Wagmo's Customer Support playbook for its B2B and D2C customers
- Leverage and build self-serve and automated solutions for scaled customer support offerings
- The Team Lead will coach team performance and work with each member to ensure team production and services goals are consistently met
- Handle escalations phone calls, emails, and chat messages from policyholders
- Provide coaching and work with each member to ensure team production and services goals are consistently met
- Implement and oversee systems for monitoring key performance indicators (KPIs) and customer support metrics, utilizing data analysis to drive decision-making and identify trends, patterns, and areas for improvement utilizing the customer support dashboard
- Ensure all KPIs and OKRs are consistently achieved
- Build highly productive teams, helping us attract, develop, and retain the best customer support talent
- Help build and maintain a great diverse and inclusive culture
- Model ethical behavior and execute job responsibilities in accordance with Wagmo's mission, vision, and core values
- 4-6 years of customer support experience in the employee benefits or HR technology industry supporting both B2B customers as well as B2C customers (bonus points if you're familiar with veterinarian terminology)
- Proven track record of consistently driving results of and developing solutions for a Customer Support team(s)
- Knowledge of Zendesk or similar Customer Relationship Management software along with AI, self-serve and/or other automation solutions
- Articulate, professional, and possesses a strong quality customer service mindset
- Strong attention to detail and written communication skills
- Data-oriented and metrics-driven
- Pay range: $100,000-$120,000
- Equity in the company
- Generous health care coverage, including dental, vision, mental health, voluntary life
- 401k
- Flexible paid time off (PTO) policy
- 12 weeks parental time off
- Company-paid pet wellness and insurance coverage
- Pet friendly office (there's a literal dog park in the office)
- Team lunches
-
Team Lead
2 weeks ago
Louis Vuitton New York, United StatesPOSTE · Louis Vuitton Fifth Avenue Maison is seeking an innovative leadership who is committed to driving excellence in the Client and Team experience. · As a **Team Lead** you will be an ambassador of the Brand and will assist the Store Manager and Team Managers in mentoring and ...
-
Servicenow Team Lead
3 weeks ago
NYC Health + Hospitals New York, United States**About NYC Health + Hospitals**: · MetroPlus**Health** provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed C ...
-
Technical Team Lead
1 week ago
94TECH New York, United StatesThis company operates as a consumer insights firm powered by AI, unraveling the data behind trends. Our compact yet agile team tracks and forecasts millions micro-trends, alerting clients proactively before they surge. · We seek a Lead Backend Engineer who can spearhead backend i ...
-
Production Team Lead
1 week ago
Magna International Inc. Holland, United States**About us**: · We see a future where everyone can live and move without limitations. That's why we are developing technologies, systems and concepts that make vehicles safer and cleaner, while serving our communities, the planet and, above all, people. · Forward. For all. · **Gr ...
-
Logistics Team Lead
3 weeks ago
HQ Pack California Newark, United States**SUMMARY**:Responsible for leading the activities of the Logistics department under the supervision of the Production Supervisor. Duties include but are not limited to: responsibility for movement of products into/within the facility, picking and loading of product shipping out ...
-
Foh Team Lead
2 weeks ago
Puttery New York, United StatesCompany Overview: · **_ About _**_Puttery_** · Welcome to Puttery, where we've redefined the classic game of putting with a modern twist. Our one-of-a-kind course features unique challenges and surprises at every turn, making each round exciting and engaging. But we're more than ...
-
Warehouse Team Lead
1 week ago
Chinchor Electric, Inc. Orange City, United StatesChinchor Electric, Inc is seeking an experienced **Warehouse Team Lead** in our Orange City location · **Education and Benefit Details**: · - Medical · - Dental · - Vision · - Life Insurance · - 401K · - 401K Percentage Matching · - Christmas Bonus · - Paid Time Off · - Employee ...
-
Receiving Team Lead
5 days ago
OMT-Veyhl USA Corporation Holland, United States*** · Coordination of raw materials and purchase parts receipts so products are received inspected and located in system within 24 hours from physical delivery. Oversee Receiving Team in day-to-day duties and responsibilities. · **ESSENTIAL DUTIES AND RESPONSIBILITIES** include t ...
-
Operations Team Lead
4 days ago
GEODIS York, United States**OPERATIONS TEAM LEAD** · Shift Information: Wed 12:30-6pm Thurs-Sat 6am-6pm · Find your future at **GEODIS**. This is not your old-time warehouse job. Work in modern facilities with cutting-edge technology, helping us move products for some of the world's most influential brand ...
-
Customer Care Team Lead
1 week ago
260 Sample Sale New York, United States**Position Overview** · As the Customer Care Team Lead, you will play a crucial role in ensuring the highest level of customer satisfaction by leading and guiding a team of customer service representatives. Your primary responsibility will be to supervise daily operations, provid ...
-
Talent Acquisition Team Lead
1 week ago
C&W Services New York, United States**Job Title** · Talent Acquisition Team Lead · **Job Description Summary** · **Responsibilities**: · - This person will oversee a team of recruiters and will be responsible for supporting the TA Manager in leading the team. · - Tasks include but are not limited to holding weekly ...
-
Us Benefits Team Lead
2 weeks ago
GE Vernova Human Resources New York, United States**Job Description Summary**: · **Role Summary/Purpose** · The H&W Delivery Operations Team Leader will have responsibility to lead a team providing program administration for GE Vernova US based benefits in the areas of life insurance, business traveler insurance, employee volunt ...
-
Fast Casual Team Lead
2 weeks ago
ONE Hospitality York, United StatesPresto Fast Italian is hiring Shift Leaders are needed full-time (35 to 40 hours per week) and part-time (up to 25 hours per week) in our York and Lancaster County locations. · Are you ready to motivate and inspire a team? Do you like flexibility in your schedule? Have you though ...
-
Building Maintenance Team Lead
1 week ago
Amalgamated Bank of NY New York, United States**Purpose of Position**: · Provide maintenance and handyman services for all Bank locations. · **Essential Job Functions**: · - Make repairs involving carpentry, plumbing and electrical skills · - Set up offices and conference rooms as necessary · - Respond to emergency maintenan ...
-
Machine Learning Team Lead
2 weeks ago
Bloomberg New York, United StatesBloomberg is a global leader in business and financial information, delivering trusted data, news, and insights that bring transparency, efficiency, and fairness to markets. The Bloomberg Terminal connects influential communities across the global financial ecosystem via reliable ...
-
Team Lead, Entitlement Advocate
3 weeks ago
HealthFirst New York, United StatesTravel within NYC, Westchester, and Nassau counties. · Track the Enrollment/Medicaid Application outcomes, to meet department enrollment conversion goals. Address patterns of appointments outcomes: Not interested, re-scheduled or cancelled prospects/members. · Coordinate a synchr ...
-
Team Lead Brand Ambassador
3 weeks ago
OPPIZI Hoboken, United States**We are seeking a Team Lead Brand Ambassador to join our team in Hoboken, NJ.** · **ABOUT OPPIZI** · **ABOUT THE ROLE** · **The Team Lead Brand Ambassador Role includes**: · - **Flyer Distribution**:The Team Lead will be responsible for distributing their full set of flyers as w ...
-
Operational Excellence Team Lead
5 days ago
Pfizer New York, United StatesROLE SUMMARY · The Specialty Care Operational Excellence Team Lead is an integral member of the Specialty Care Operational Excellence Team. The team lead is responsible for providing day-to-day Operational Excellence management overseeing a team of Operational Excellence colleagu ...
-
Relationship Associate Team Lead
1 week ago
Citi New York, United StatesThe Sales Support Group Manager is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve ...
-
Team Lead, Customer Success
4 days ago
Teachable New York, United States**What is Teachable?**: · Are you ready to join a dynamic, cross-cultural team at an exciting turning point in our company's journey? Now part of the global Hotmart Company portfolio, **whose platforms have helped creators earn more than $10 billion, **Teachable continues to take ...
Customer Support Team Lead - New York, United States - Wagmo IO
Description
About the role:
As Customer Support Team Lead, you will be stepping in to deliver Wagmo's Customer Support playbook and oversee the success of the team.
In doing so, you will ensure that Wagmo delivers a best-in-class support experience to Wagmo's pet parents and manage an efficient, highly productive team of customer support reps.
What you'll do:
What you'll need to be successful:
Key Benefits: