Customer Service Team Lead (In-Office Only)

About the company:

We have been named one of Inc. Magazine's Fastest-Growing Companies (2x honoree) of 2021. Social Catfish is a revolutionary startup based in the US changing the way people meet and protect themselves online using public data. We are a fast-growing and dynamic startup with team members who value hard work, collaboration, and innovative thinking. We’re looking for bright, driven, and passionate people to grow with us!

About the Role:

We are looking for a Customer Service Lead to join our team! We're looking for an experienced leader who prioritizes customers, excels in communication, and demonstrates a mastery of grammar. The ideal candidate will adeptly convey ideas and information with clarity and precision. In this role, you’ll support a small, but growing, team of Customer Service Representatives (CSR’s) on how to build Social Catfish’s relationships with our customers. You will be responsible for assisting with operations, supporting the development and implementation of SOPs, as well as identifying areas of improvement to increase brand awareness.

Responsibilities:

• Provide world-class Customer Service
• Support training, coaching, and guiding CSR’s to strengthen quality and efficiency metrics
• Determine product demand and customer awareness
• Support hiring, scheduling, attendance, and general administration for CSR’s
• Run and document the performance of our CSR’s through formal and informal performance management conversations, with manager support
• Keep CSR’s aware and updated on support policies by engaging with product/operations teams in the company and cascading the information through
• Monitor and report on customer satisfaction

Qualifications:

• 1+ year of team management experience
• 2+ year of relevant Customer Service or retail experience
• Experience in solving sophisticated customer problems
• Experience in operational or process improvement
• Experience in team coaching and leadership in a fast-paced environment
• Experience in a managerial role
• Strong project management skills
• Strong leadership qualities
• Deadline and detail-oriented
• Basic knowledge of Google Suite products and/or Microsoft Office
• Bonus! Experience with FreshDesk or similar customer support service products (ie. ZenDesk)
• Bonus! Experience managing a call center

Job Type: Full-time

Salary: $18.00 - $23.00 per hour

Supplemental pay types: Bonus pay

Ability to commute/relocate:

Murrieta, CA 92563: Reliably commute or planning to relocate before starting work (Required)

Job Type: Full-time

Pay: $18.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Experience:

• Customer Service management: 1 year (Required)

Work Location: In person