Contact Center Team Lead

At Pair Eyewear, we're building the largest global eyecare company in the world focused on bringing personalization to the end to end eyecare experience, starting with your glasses. We've developed the first personalized eyewear brand where glasses can be an extension of your personality, mood, and interests. With funding from leading venture capitalists in the consumer space, partnerships in the entertainment, sports, and fashion arenas, and a team of passionate individuals, we're on a mission to completely revolutionize the eyewear industry. We're excited that we already have the support of Good Morning America, The Today Show, Oprah Magazine, CNN, and Forbes helping us share our story.
Pair Eyewear is seeking a dynamic and skilled Contact Center Team Lead to join our vibrant team. This role is pivotal in driving exceptional customer service experiences, managing operational excellence, and nurturing a positive team environment. As the Contact Center Team Lead, you will oversee a diverse team of Customer Experience Representatives across various locations, playing a key role in shaping our Contact Center's success. You will be at the forefront of ensuring adherence to protocols and procedures, addressing escalated customer concerns professionally, and collaborating with other departments to resolve customer issues. Your expertise in Contact Center operations, technology, and data analysis will be instrumental in identifying and implementing process improvements to boost productivity and enhance service quality.
What You'll Do:

• Manage 5+ Associates across various positions and locations.
• Provide leadership and guidance to a team of Customer Experience Representatives.
• Foster a positive and collaborative team culture.
• Conduct regular team meetings and manage payroll and PTO approvals.
• Monitor CX Slack channels to provide support.
• Manage and evaluate individual and team performance against established KPIs.
• Implement performance improvement plans when necessary.
• Recognize and reward high-performing team members.
• Ensure thorough onboarding for every associate and provide necessary tools for success.
• Identify training needs and coordinate development programs.
• Support team members in pursuing growth opportunities.
• Implement and enforce quality assurance processes.
• Review and analyze customer interactions for improvement.
• Provide constructive feedback and coaching to enhance service quality.
• Escalate intraday challenges to the Customer Experience Manager.
• Identify and implement process improvements for enhanced productivity.
• Ensure adherence to established protocols and procedures.
• Address escalated customer concerns in a timely and professional manner.
• Ensure consistent delivery of high-standard customer service.
• Collaborate with other departments to resolve customer issues.

Who You Are:

• Experienced Contact Center leader with a proven track record in leadership.
• Customer service professional with a background in start-ups or DTC product companies.
• Possess strong leadership and interpersonal skills.
• Excellent communication and organizational abilities.
• In-depth knowledge of Contact Center operations and technology.
• Proficient in data analysis and implementing performance improvements.
• Flexible to work in a dynamic and fast-paced environment.
• Ability to work remotely in any time zone.

Need to Have:

• 2+ years of Contact Center leadership experience.
• 2+ years of customer service experience at a start-up or a DTC product company.
• Strong leadership and interpersonal skills.
• Excellent communication and organizational abilities.
• In-depth knowledge of Contact Center operations and technology.
• Ability to analyze data and implement performance improvements.
• 2+ years of experience using Zendesk, Gorgias, or another CX platform.
• Flexibility to work in a dynamic and fast-paced environment.
• Ability to work remotely in any time zone.

Nice to Have:

• Additional certifications or training in Contact Center management.
• Experience working with cross-functional teams.
• Knowledge of emerging trends in customer experience and technology.

Some Benefits and Perks of Working At Pair:

• Health, vision, and dental insurance
• Generous vacation policies
• Competitive salaries with equity opportunities
• Retirement savings plan options
• Free eyewear (plus discounts for family and friends)

Location: Remote
At Pair, we carefully consider a wide range of factors when determining compensation. These considerations can cause your compensation to vary. The pay range for this position is expected to be between $53,000 - $61,000 and will depend on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary short-term and long-term incentives. We encourage all interested candidates to apply.
Pair is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of actual or perceived age, ancestry, citizenship, color, disability, familial status, family responsibilities, gender identity/expression, genetic information, marital status, matriculation, national origin, personal appearance, political affiliation, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, socioeconomic status, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.