Description:
We are seeking an experienced, client-obsessed Team Lead for our North America Support Team! This is an ideal position for someone who enjoys going above and beyond to help their team grow, and measures their own success in the success of those they lead. This role requires a high level of empathy, patience, and the ability to take directions and implement changes given to them. You will lead a high-performing team with a ‘client first’ mentality.
What You'll Do
- Be an expert in our salon management software and be a key point of contact for the region on questions related to software functionality
- Handle high-stress situations with clients within the Support Team, ensuring the client feels heard and their issues are handled timely and appropriately with care
- Monitor the escalation of critical issues for the region
- Communicate with Senior Leadership to ensure the team’s needs are met quickly and efficiently
- Own the region’s KPIs for the Support Team
- Work the Support queue as needed and take ownership of the investigation, diagnosis, and resolution of our clients' technical and customer service-related questions.
- Interview, hire and train new agents
- Manage a team of high-performing agents including day to day feedback as well as 1:1s and employee reviews
Who You Are
- The client is your top priority and the driver for the decisions you make
- Passionate about helping clients and share their enthusiasm for success!
- Patient and understanding when explaining complex issues to salon industry professionals and teammates alike
- Exceptional problem-solving skills, with a Can-Do attitude
- Strong written and verbal communication skills and enjoy public speaking in a small setting
- A high understanding of managing KPIs and using them to implement positive change
- Confident in your ability to make decisions, and comfortable making decisions that aren’t always popular