Customer Service Team Lead At Travel Startup - Work From Home

Apply via this link (all other responses will not be considered):
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About Let’s Roam
This is a remote, contract position with variable hours supporting a top 50 Colorado startup, with Global reach, as ranked by BuiltIn Colorado.

Let’s Roam is a startup that helps people explore the world and connect with others through scavenger hunts, BarHunts, restaurant experiences and more. Our activities help people connect with their environment through fun challenges and interactive games. We’ve helped friends explore the city, couples propose, and companies have a better work culture. Our company was founded almost five years ago and we are looking for very talented individuals to continue growing fast!

About You
You are motivated to build something incredible. You are creative, independent and have a love for learning. You're a self-starter, problem solver and natural leader. You communicate openly, share your ideas and don't shy away from feedback. You challenge both yourself and others around you. You are willing to do what it takes to grow Let’s Roam and are ready to inspire people to explore the world and help them connect with ---------- credible Culture
In our organization you'll find a friendly atmosphere where everyone's opinions and ideas matter. Our team is passionate about growing At Let’s Roam we expects the highest levels of performance from each other to make sure that happens. We want you to grow with us, so you’ll have the opportunity to explore your own ideas and projects. You will be challenged to find ways to improve our company and yourself daily. Our company hires and fires based on our core values to create a productive and diverse workforce that can focus on building something incredible.




About This Position
Mission:
The Customer Service Team Leader will manage and support the Customer Service Team
Who are to respond to customer requests and be the voice of our customers while improving our app and website experience.

Outcomes
Customer Service
Lead by Example, expect to spend a minimum of 40% of your time interacting with Customers in this Startup environment
Insure the Team is attaining all Metrics as designated by Let’s Roam Leadership
Hire, Train, and Coach other contract Team Members
Report Performance to Leadership and Stakeholders
Point of Contact for Exception Handling and Escalations
Drive Improvements as a Representative of the Customer within Let’s Roam

Special Projects
Lead the Customer Service contributions to System Improvements
Advocate Improvement across the Company through Root Cause Analysis
Competencies
Customer Service
Experience working with customers across multiple Cultures
Friendly, Positive, maintains composure while working multiple projects, deadlines and customer situations
Excellent written English Skills
Ability to clearly communicate Concepts and Directions over the phone
Know when to ask for Assistance
Delivers Results in a timely manner – meets deadlines
Special Projects
Root Cause Analysis; understanding of Six Sigma techniques,
Customer Service Systems understanding: COPC, ISO, SPOT and / or CCXT training a definite plus
Ability to make and implement new ideas utilizing data
Position Description

40% - Customer Service
This is a “Hands on” role - Respond to customer emails and phone calls as a backup to Team members
Create and implement features/ideas that improve the customer experience and answer customer questions before they contact us
Be the voice of our customers when we create new features and ensure that features, we make won’t cause confusion. E.g. Process Improvement & Systems Thinking mindset
Identify patterns, via data analysis, with customer issues so we can quash all general problems.

30% - Manage off-site, team of contractors
Create efficient and effective schedules for the Customer Service organization
Ensure contractors are paid
Ensure contractors are effective via Schedule adherence and actively Coaching for Performance
Communicate progress to our team: Daily, Weekly, Monthly and QBR’s

30% - Brand Special Projects
Use customer feedback and suggestions to drive improvements in our products, brand, and company.
Website/app copy improvements - Revise content to make our content sleeker and easier to understand.
FAQs improvements - Update the FAQs when necessary to answer frequent customer ---------- velop new features/products - Lead teams to create new features
Watch user interactions on website and mouse flow to improve the customer experience

Critical Responsibilities
Ensure the Customer Service Team is effective and efficient in Supporting the Customer, the Company and the Team
Manage specific admin tasks such as reporting of Customer Data which can have an impact across the entire company
Ways to go above and beyond in this position: Consistently provide new ideas to grow the company and improve the experience for our users.
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Currently Reports to: Charlie Harding, CEO