Team Lead, Customer Care

At ZayZoon, we are on a mission to save 10 million hardworking employees 10 billion dollars. We’ve created a financial empowerment platform that helps businesses of all sizes make a big impact on employee financial wellness. We offer a variety of financial wellness services, like earned wage access, that allows employees to access their earned wages ahead of payday. With 74% of ZayZoon customers reporting reduced financial stress, we know our solutions help lead to happier and more productive employees.

We’re looking for a passionate, quick-thinking Customer Care Team Lead to jump in and drive our department KPIs. This is your chance to be instrumental in shaping ZayZoon's Customer Care organization, driving us toward our massive goal: saving 10 million employees $10 Billion. You'll work cross-functionally, partnering with teams across the company to embed a customer-first mindset at scale. This role is a massive opportunity to optimize support channels and help architect the future of our support strategy, along with leading a team to be their best.

Your impact:

• Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs.
• Monitor customer service performance on the agent and team level.
• Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team.
• Establish and manage your team to individual and team goals and objectives.
• Assist in report creation reflecting support performance and/or conversation details.
• Monitor the Customer Care queues and assign resources to ensure we meet our targets.
• Coordinate and lead ZayZoon new hire training for Customer Care.
• Own “escalated” customer communications through to resolution.
• Provide input on all scheduling for Customer Care - holiday scheduling, time off, and day-to-day scheduling.
• Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure.
• Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing.
• Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc.

You bring:

• 4+ years of experience in a support environment with inbound communication.
• 2+ years of people leadership experience where you were responsible for managing performance.
• Process Improvement & change management experience.
• Excellent communication skills and the ability to tailor messaging for technical and non-technical audiences.
• Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar).

Why you’ll love working at ZayZoon:

• Permanently Remote: Work from a desk, a coffee shop, or in the great outdoors - our jobs are fully remote, forever.
• Flexible Time Off: Our “You-do-You” time off program caters to the diverse and evolving lifestyles of our team with a maximum of 5 weeks vacation.
• Instant Benefits: All full-time employees get access to medical, vision, and dental benefits from their very first day including increased mental health coverage and a wellness stipend.
• Inclusive parental leave top-up, earned wage access, real time market data for salaries, a supportive culture for lifelong learners and more.

Every application will be reviewed by our team - we're committed to giving each application the attention it deserves because we know how important this step is for you. We want to make sure you're always in the loop and will respond to every application.