virtual Call Center team leadLawn Love

We're Lawn Love -- a digital marketplace for lawn care and gardening services. We're like Uber or Lyft for the lawn care space.
We launched six years ago, and are now one of the fastest-growing startups in the country. We've raised funding from world-class investors like Y Combinator, Bullpen Capital, Joe Montana, Alexis Ohanian, Barbara Corcoran and others. We're operating in over 120 cities in the U.S., have hundreds of thousands of customers, and tens of thousands of lawn care professionals on the platform.
What we're looking for
We're looking for an enthusiastic and goal-driven operations team lead to join our support team. This team acts as a liaison to provide customers and providers with all necessary product information and assistance across 120+ markets nationwide.
Reporting to the Manager of Support, team leads are leaders with excellent communication skills who work directly with agents and help us provide exceptional customer service.
What you'll do:
Supervise the damage claims process and work with team leads to ensure proper handling of escalated situations
Own reputation management by replying to (and escalating as needed) customer reviews across multiple platforms
Coach, train, and motivate designated group agents on a regular basis to ensure the highest level of customer service
Review agent performance and create action plans for improvement as needed
Monitor our phone, email, and chat channels and ensuring that the team is hitting clearly defined goals
Proactively move agents to different channels or tasks as needed to meet demand
Assist agents with resolving difficult issues quickly and efficiently
Speak directly to customers and providers around any escalated issues as they arise
Who you are:
Minimum two years of supervisory experience in a call/contact center environment, or experience leading a customer-focused group of agents preferred
Excellent written and oral communication skills including the ability to present and communicate with upper management
Self-motivated and able to own workloads, meet deadlines and deliver results
You enjoy working with numbers. You know your way around a spreadsheet, and can build basic reports
You are intellectually curious and you get stuff done. Results are what matter to you
What you can expect from us:
You'll be joining one of the fastest-growing startups in the United States, with the opportunity to make a huge impact on a very large, thoroughly antiquated industry
Quarterly events (post covid), and awesome co-workers (all the time)
100% remote, work from the comfort of your home (or anywhere, as long as you have a professional, quiet, distraction-free environment)
Weekly meetings with your direct manager to stay on track and get the support you need to do great work
Paid vacation and sick leave policies to help you maintain a good work/life balance and be refreshed and energized when you're at work
A growth-focused team culture with opportunities for career development and skill building
Additional information:
Experience using a CRM, Google Drive, Excel/Sheets, Slack, Zoom, ZenDesk, and Amazon Web Services is a plus!
Team leads set the bar for the agents - a dependable and fast internet connection, headset, webcam, and distraction-free environment are required
Shifts are scheduled to align with daytime office hours in San Diego (Pacific Standard Time). Overnights and weekends may be required
Salary: 175 - 200 PHP/hr dependent on experience
If you're interested in this role, please complete the application questions. We'll follow up with you via email once we've reviewed your application and resume.
Lawn Love

Manila City, Metro Manila
Permanent
Full-time