Job Description
Customer Phone Support Team Lead
REMOTE
Philippines
Operations
Contract
LawnStarter is a marketplace that makes lawn care easy for homeowners while helping small businesses grow and succeed. We’ve raised over $20M in venture funding and are growing fast to revolutionize the $115 Billion lawn care industry. Are you interested in being an integral part of that growth and helping build our team?
What makes these roles awesome:
1 – Team
We believe the most significant part of any work environment is the team. Given this, we have spent a massive amount of time finding humble, hungry, and smart folks that you will get to work with every single day. That’s a huge part of the reason LawnStarter received the best places to work award in 2018, 2019 and 2020 from the Austin-American Statesman.
2 – Growth
We have a small, tight-knit team willing to give responsibility to anyone that is hungry, humble, and smart. You’ll be owning the outcome of your work and helping to shape the future of the business. If you’re hungry for career growth and want to develop your skills, LawnStarter is the place to be.
3 – Startup Environment (Without the Early Stage Risk)
We are generating tens of millions of dollars in revenue per year enabling us to have a close-knit, agile, and fun environment that make startups so alluring with the added benefit of stability. We are backed by some of the leading venture and growth equity funds in the technology space.
What you’ll be doing:
You will be joining the team as one of our Assistant Team Managers; and as such you will be responsible for the coaching and development of 12-20 Tier 1 remote support reps who will help support our lawn care professionals. You will report to the Sr. Manager of Support and will work closely with the other Assistant Team Managers to ensure our customers and providers have a great support experience.
What you’ll be doing:
- 1:1s and coachings of your team
- Managing your team’s performance metrics and making the necessary adjustments to ensure your team’s success
- Hiring and assisting of onboarding of tier 1s
- Keeping up to date policies and processes for your team
- Various project management
This is your opportunity to be a part of something awesome, that you’ll be able to help shape the future of while working with a wonderful team of peers.
Requirements
Personal Requirements
- Quiet, Dedicated Workspace (You’ll need a workspace with a reliable internet connection that allows you to take calls/join meetings for the full duration of your shift without interruption, noise, or otherwise)
- Customer Focused
- Strong Verbal and Written Communication
- Strong Attention to Detail
- Problem Solver
- Adaptable (Things can change fast and often in a startup environment, you’ll need to be able to adapt to those changes and continue performing without a hitch)
Experience Requirements
- 3+ Years of experience in Customer Support
- 2+ Years of experience in Coaching/Delivering Feedback
- 2+ Years of experience in Small Team Management
- Working Remotely (a plus)
- Managing Remote Agents (a plus)
- Phone/Email/Chat Support (a plus)
- Hiring (a plus)
- Startups (a plus)
- SQL (a plus)
- Zendesk, Amazon Connect (or equivalent phone system) (a plus)
Equipment Requirements
You’ll need to have the following equipment for the duration of your employment with LawnStarter:
- High Speed Internet Connection
- Computer (Windows or Mac is fine, as long as you can use Google Chrome with multiple tabs open at all times and with little to no issues (crashing, extreme slow downs, etc.)
- Headset (For your 1:1s with your direct reports, other general meetings, and occasional calls with customers)
- Webcam (For team and 1:1 meetings we’d like to see who we’re working with and talking to, so a webcam that can capture video of you is required
Benefits
- Remote Work
- Great Culture: One of the top places to work in Austin in 2018, 2019, and 2020, and in the US in 2021, we are all about the team. That’s why we have spent a massive amount of time finding humble, passionate, and smart folks that you will get to work with every day.