Join Us as a Support Lead, Customer Care (maternity cover):

Are you a leader with a passion for building and guiding high-performing teams? Do you thrive in a dynamic, customer-focused environment? We're looking for a Support Lead, Customer Care to join our team and play a pivotal role in shaping our customer experience.

As a Support Lead, you'll be the professional and strategic leader for your Customer Care team. You'll work closely with the Head and Director of Customer Care, providing leadership and contributing to our overall strategy.

Your Impact:

In this role, you will be a key driver of our department's success. Your responsibilities will include:

Team and People Management

Oversee team capacity, manage workload allocation, and develop thoughtful leave and shift schedules to ensure continuous support.

Act as a hiring manager for your team, lead recruitment processes, and guide team members' personal and professional development. This includes implementing corrective measures and building robust succession plans.

Monitor team workload, drive efficiency gains, and provide crucial data for performance reports.

Organize and lead team meetings, from weekly check-ins to yearly reviews, to celebrate achievements and align on future objectives.

Customer Focus and Strategy

Analyze customer requests to identify trends and knowledge gaps. Use these insights to enhance internal processes and improve the team's level of knowledge.

Represent the Customer Care department in internal and external meetings, assisting with crisis communications and managing support tasks to meet our strategic goals.

Actively participate in de-escalation processes, ensuring customer satisfaction.

Serve as the primary liaison for the Product organization on behalf of the Customer Care department. This involves coordinating support requirements and fostering extensive product knowledge among support teams.

Tooling and Innovation

Evaluate the effectiveness of our support tools and actively identify opportunities for improvement to enhance team performance and efficiency.

Support the development of Generative AI solutions to drive innovation within the department.

What We're Looking For:

We are seeking an inspirational leader with exceptional organizational skills to manage and motivate our team. The ideal candidate will embody our company values, champion our strategic vision, and play a crucial role in ensuring the team provides outstanding support and drives company growth.

Our Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.
We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

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