Team Lead, Customer Care
About the role
Provide Quality Support: Execute specialized support tasks to resolve a wide range of complex customer tax inquiries and escalated calls efficiently. Mentor and Coach: informal team leadership, mentoring newer associates, and answering baseline process questions via chat or phone. Monitor Workflow: Assist in monitoring daily queues and schedules using contact center management tools to ensure compliance with service level agreements (SLAs). Utilize Complex Systems: Navigate and update records across primary contact center systems (e.g., MSP, Blackknight, Sagent) and telephony tools (e.g., Cisco Finesse). Adhere to Processes: Work under general instruction on routine assignments, applying standard operating procedures while recognizing when to escalate unique deviations. Drive Continuous Improvement: Identify operational bottlenecks or common customer pain points and provide feedback to management to help optimize team workflows.
Job Qualifications
- Education: High school diploma or equivalent vocational training/experience is required; a university degree is not required for this operational track.
- Experience: Requires at least 3 years of previous work experience in a professional contact center or related customer care field.
- Systems Experience: Experience utilizing contact center systems (such as MSP, Blackknight, Sagent, or Salesforce) and telephony tools (such as Cisco Finesse) is highly preferred.
- Workforce Management: Prior exposure to contact center management and scheduling tools (e.g., Calabrio or an equivalent KPI management platform) is a strong asset.
Pay
Annual Pay Range: 41,000 - 50,960 USD
Benefits
- Generous PTO and 11 paid holidays, plus well-being and volunteer time off.
- Up to 16 weeks of fully paid parental leave and a baby stipend.
- Multiple medical plan options with mental health and wellness support offerings.
- 401(k) with company match and vesting after one year.
- $400 annual well-being stipend and tuition assistance up to $5,250.
- Recognition Rewards, Referral bonuses, exclusive discounts and more!