At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.
Recently, SpotOn was:
- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.
That's where you come in.
Position Summary: We are seeking a motivated and results-driven Customer Experience Team Lead who will be responsible for exceeding performance goals and ensuring exceptional client satisfaction metrics within their team. The ideal candidate will have strong leadership capabilities, a collaborative mindset, and excellent communication skills. This role will involve coaching, monitoring performance, managing case assignments, and maintaining a productive and supportive work environment.
Main Duties:
- Provide coaching, mentoring, and training to team members to ensure they meet or exceed performance goals, customer satisfaction metrics, and quality assurance assessments.
- Reallocate and assign Salesforce cases to agents as needed.
- Monitor the team's performance, holding accountability for SLAs, AHT, and KPIs.
- Listen to agent calls in real-time, flagging calls for QA analysis as necessary.
- Follow up on QA recommendations and ensure agents complete necessary retraining.
- Handle calls during outages, staff shortages, and escalated cases.
- Collaborate with cross-functional teams (training, QA, workforce management) to ensure effective customer service delivery.
- Conduct regular team meetings to update on policies, procedures, and product changes.
- Provide agent performance kudos and disciplinary action recommendations to the Client Experience Manager.
- Provide ongoing feedback to the Manager, identifying trends and opportunities for improvement.
- Promote a collaborative and positive team culture.
- Engage in limited participation in disciplinary meetings.
- Submit Help Desk requests (password resets, hardware/software requests, etc.).
- Perform additional duties as assigned by the Client Experience Manager.
Skills & Knowledge Required:
- Supervisory Skills: Strong leadership ability to provide clear guidance, focusing on achieving objectives.
- Flexibility: Adaptability to dynamic situations within a changing operation.
- Analytical Thinking & Problem Solving: Ability to analyze situations, identify cause-effect relationships, and foresee possible outcomes.
- Crisis Management: Skilled in managing high-pressure or crisis situations effectively.
- Effective Communication: Proficient in exchanging ideas, actively listening, and communicating clearly to customers and team members.
- Service Orientation: A strong inclination to support customers and colleagues, collaborating toward shared goals.
- Results Oriented with Quality: Ability to prioritize tasks in a demanding environment and produce high-quality outcomes on time.
- Proficiency in IT Applications:
Experience with Hub, Salesforce, Talkdesk, and other internal tools.
Previous Experience Required:
- Minimum of 1 year of experience using POS software in the service industry.
- Minimum of 1 year working in a call center, customer support, or related field.
- Familiarity with Salesforce CRM, MS Office, G-Suite, and Slack is desirable.
- At least 1 year of prior experience with SpotOn is a plus.
- At least 6 months of experience within the current department is preferred.
If you are passionate about customer service, have a track record of exceeding performance targets, and enjoy leading a team, we'd love to hear from you! Apply today to join our team and make a difference in our customer experience journey.
#Li-Onsite
SpotOn is an equal employment opportunity employer.
Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.
SpotOn is an e-verify company.
Apply for this job
First Name *
Last Name *
Email *
Phone *
Location (City) *
Resume/CV *
LinkedIn Profile
Website
Will you now or any time in the future require sponsorship to work in the US? * Select...
#J-18808-Ljbffr