Customer Support Team Lead

Prepared Hero is an innovative DTC Ecommerce brand dedicated to equipping individuals with high-quality, reliable products for unexpected situations. Our range extends across various categories, ensuring our customers are prepared and confident to face any unforeseen circumstances in their daily lives.

As a trailblazer in the industry, Prepared Hero is committed to providing a seamless, user-friendly shopping experience, ensuring our customers have easy access to our life-saving and convenient products. We stand for readiness, quality, and a customer-centric approach, promising peace of mind and preparedness. Our mission goes beyond transactions; we aim to educate and empower communities to be their own heroes.

About the Role:

As the Customer Support Team Lead, you will be pivotal in maintaining the highest standards of customer satisfaction and support across various touchpoints. Reporting directly to the Customer Support Manager, you will oversee the team's operations, which is dedicated to delivering exceptional assistance to our valued customers. Your primary responsibilities will encompass overseeing the day-to-day operations of the customer support team while assisting with general operational tasks, ensuring prompt and effective resolution of customer inquiries, cultivating a positive, efficient, continuously improving processes and work environment, and increasing revenue.

What you'll do:

• Coordinate the team operations of the customer support representatives to achieve departmental goals and objectives. Provide guidance, support, and mentorship to team members to foster quality, continuous improvement, and growth. 
• Serve as a champion for our customers, advocating for their needs and concerns within the organization. Strive to consistently exceed customer expectations by delivering personalized and timely support solutions that increase customer satisfaction, retention, and revenue. 
• Act as a point of escalation for complex customer inquiries or complaints, utilizing your expertise and resources to address and resolve issues to the customer's satisfaction swiftly.
• Monitor team performance metrics, such as response times, resolution rates, customer satisfaction scores, or revenue, and implement strategies to optimize performance and efficiency.
• Collaborate closely with other departments, including Operations, Fulfillment, social media, marketing, etc, to communicate customer feedback, identify areas for improvement, and ensure alignment on customer-centric initiatives.
• Handle operations and back up team members or the manager when needed. 
• Facilitate ongoing training sessions and workshops to equip team members with the skills and knowledge necessary to deliver exceptional customer support.

What we are looking for:

• Exceptional interpersonal and communication skills, with the ability to effectively interact with customers and internal stakeholders at all levels.
• Strong problem-solving abilities and a demonstrated aptitude for managing challenging situations with diplomacy and tact.
• A commitment to delivering a superior customer experience and a passion for driving continuous improvement and growth.

• Competitive hourly rate with flexibility depending on background and experience;

• PTO + Regional Holiday time off

• End-of-year bonus
• Wellness & workspace budget;
• Fully remote position with flexible working schedule.