MEET COMPASS

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

FLSA- Hourly/Non-exempt

TEAM LEAD

The primary role of the Team Lead is to ensure your agents on your team are meeting or exceeding all weekly Customer Support Associate expectations.

Responsibilities:

• Ensure your team meets all client and Compass expectations around productivity and performance.
• Meet all schedule adherence and channel availability criteria.
• Demonstrate strong written and verbal communication skills in alignment with Compass and brand voice.
• Adopt our AAA guiding quality principles: Acknowledge the customer’s issue, Align with the customer, and Assure a resolution.
• Use technical skills to navigate multiple systems and platforms to resolve customer issues.
• Build a strong understanding of your assigned brand’s products, procedures, and resolutions.
• Work collaboratively with team members to offer encouragement, provide answers, and present customer insights and trends.
• Promote growth of skills and performance improvement through coaching of team members.
• Respond to customers through email, chat, text, phone, and social channels while creating memorable service interactions.
• Balance productivity and operation tasks depending on client and Compass needs.
• Be the product knowledge and systems expert so that you can act as the “online” support for team questions.
• Manage all schedules and schedule changes for your team. This includes schedule adherence, timesheet approval, call-offs, and live channel available time.
• Help support the new hire onboarding process and lead training.
• Provide continuous training on process changes, pro tips, and systems education.
• Lead team communication around alerts, team changes, emergencies, etc.
• Manage your team’s communication responsiveness and engagement through all company and client channels including Email (both Compass and Client if applicable), Slack, and other required platforms.
• Schedule weekly 1:1s to go over associate performance and ensure team members are meeting all client and Compass expectations around productivity and performance.
• Report on team performance metrics and other KPIs if needed.
• Lead difficult conversations around performance improvement.

Requirements and Characteristics:

• Friendly. Empathetic. Adaptable. Curious. The ability to smile is a plus :)
• Excellent writing, typing, and communication skills
• Be able to connect with customers through our provided communication platforms which included phones, email, chat, text, and social platforms
• Must be able to commit to your work schedule, be punctual, and be accountable for your actions.
• Remain engaged and responsive to all internal communications.
• Self-reliant with an information seeker mindset.
• Keen problem solver with the ability to think on your feet.
• Trusted and uses good judgment.
• Encouraged to express your opinion within the context of professionalism.
• Work with humility. Be open to coaching and continuous improvement coaching to allow you to perform at a high level.
• Cultivate team culture according to Compass’ values and promote a positive work environment.

Availability:

• Full Time 40 hours per week
• Open availability to include weekdays, weekends, nights, and holidays

Qualifications and Physical Requirements with or without reasonable accommodation:

• High school diploma or equivalent with at least 6 months of experience working in a call center environment
• Must have 2+ years recent (within the last 3 years) of direct leadership experience overseeing a team of 10+ direct reports
• 6+ months of training and development of employees preferred
• Must have a strong internet connection with the ability to support online systems and applications
• Ability to see, talk and hear to communicate with others to exchange information verbally and in writing
• Ability to operate a computer/laptop and a headset
• Ability to perform all duties of the job while sitting and/or standing for prolonged periods (i.e., for the duration of an 8-hour shift)