Support & Success Lead

Support & Success Lead

Full-time

Canada/US Remote

Who We Are:

With the rising cost of food and the challenges faced by our supply chain, Flashfood has become a staple in many North American families. At Flashfood, we are on a mission to reduce the environmental impact of food waste and provide our communities with easier access to healthy, affordable food. We are tackling this gigantic problem together, with a diverse team of people from all over the globe.

At Flashfood, we live by our nine culture boards. What are they, you ask? They are a set of principles and values that drive us to stay confident but humble, patient but persistent, united but able to challenge, and most of all, to create a safe space to be authentic and have fun. Our common goal and commitment to a sustainable future keep us motivated to push through all the challenges we face together.

We are purposeful about instilling inclusion into our company culture and are committed to building a blame-free culture where people have the ability to learn and grow. Our current team is over 51% women, and we’re proud to say over 47% female representation within leadership positions.

While team lead roles vary between businesses, here are the daily responsibilities expected from a team lead at Flashfood.

Please note: The expectation from a customer support lead is to allocate 50% of their time on Zendesk tickets unless explicitly discussed.

Who you are:

• You're driven and goal-oriented. It can be challenging to stay focused with so much freedom and autonomy, but you're great at striving toward the prize.
• You're comfortable being uncomfortable and figuring things out on the fly.
• You’re an A+ listener and communicator with the ability to synthesize feedback and be the customer's voice

Core Responsibilities:

Team Lead:

• In conjunction with other team leads, manage employee schedules and ensure that the department is adequately staffed during peak times.
• Train new hires and work closely with new team members to instruct them on company policies and best practices for resolving customer issues and ensuring the highest satisfaction.
• Monitor new team members’ performance during the first few weeks of training and onboarding to determine where further training is needed.
• Assist team members with complicated issues and also provide more direct customer support during the department’s busiest times
• Monitor employee performance and note areas for improvement. Make recommendations if a team member is consistently underperforming
• Foster a positive team culture and participate in team development including hiring, onboarding, career development and performance management
• Handle escalations when a team member is unable to resolve an issue. The team lead identifies a solution or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is always satisfied.
• Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer interactions and use it to prepare reports around processes that are working and which can be improved.
• In collaboration with other team leads, Prepare monthly report and coordinate presentation during company standup on Support & Success metrics, initiatives and announcements

Support:

• Continuously monitor KPIs and come up with strategies to hit our goals keeping in mind the overall company vision

• Implement/Improve customer support processes to enhance customer satisfaction.

• Formulate and revise customer support policies and promote their implementation.

• Inform the team of all new information related to products, procedures, and trends.

• Ensure that all processes used are thoroughly documented, consistently audited, and regularly improved.

• Identify issues impacting customers and determine the best course of action in a proactive manner.

• Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes. Gather data related to customer interactions and use it to prepare reports around processes that are working and which can be improved.

• Report monthly during company standup on Support & Success metrics, initiatives and announcements

• Handle escalations when a team member is unable to resolve an issue. The team lead then identifies a solution or directs them to another department that can provide assistance. Managing escalations requires significant customer service skills and diplomacy to ensure that the customer is satisfied.

• Follow up and work closely with the engineering team to ensure timely resolution and visibility on issues impacting customers. Comfortable conveying a sense of urgency and diffusing stressful situations

• Review customer complaints and concerns and seek to improve all aspects of the customer experience with Flashfood in collaboration with other teams

• Make data-driven recommendations to help shoppers and stores get further value out of Flashfood

• Review the customer journey and identify areas for improvement to provide critical insights to the product team as a means to improve our product for customers

• Track, analyze and communicate trends to identify areas of improvement

• Be the point of contact for other teams

Company Perks:

• Competitive base salary

• Company-wide performance bonus

• Casual and remote-friendly work environment

• Flexible working hours

• Extra long weekends April to September

• Monthly team events (virtual friendly)

• Maternity & Parental Leave Top Up Plan

• Professional development opportunities - $2,000/year

• Work from Home subsidy

• Paid time off for volunteering

• Monthly Flashfood credits