Customer Support Team Lead - $20/hr

  • Divvy
  • Draper, Utah
  • Jan 12, 2022

Job Description

About the company
At Divvy, Our vision is to become the modern software bank for business of every small-to-medium business in America. Our FREE financial SaaS platform enables businesses to spend smarter by providing instant insight and transparency into company-wide spend and the ability to easily manage it; all in real-time! (+ many more features!)
In June 2021, Divvy joined forces with Bill.com through a $2.5 billion dollar acquisition, validating our mission to build the one-stop-shop for business finances. With 500+ mission-driven employees and extreme monthly growth, we’re well on our way.
*All positions at Divvy are eligible for remote work - within the United States*
About The Position
As an extension of the Customer Support leadership team. A Team Lead is the player-coach designated for specific shifts of agents. This position contributes to performance coaching, reinforcing change, and surfacing meaningful conversations from the floor to the leadership team. They are a culture-carrier who prioritizes the members of the team and helps them succeed in their day-to-day endeavors.

Priorities

  • A team lead sets the tone for how the team reacts to change and operates as a unit. They own the buy-in and sentiment of the team at the deepest level. They keep everyone engaged.
  • A team lead is responsible for cascading information direct to reps and ensuring buy-in, adherence, and performance according to our department expectations and goals.
  • A team lead demonstrates extreme product and process knowledge and shares that information through conversation and training. They promote information retention.

Primary Responsibilities (Daily Objectives)

  • Although you will participate in conducting team meetings, interviews and on-boarding new team members, your primary responsibilities will be to support your team in 3 key areas:
  • Providing real-time support as agents have questions or challenging customer interactions. You are also the first line of support if a customer escalation occurs.
  • Providing scheduled coverage on chats or calls dependent upon the need of the team. This maintains your sharpness on actual issues and builds trust with those you support.
  • Executing on projects. This would include additional coaching, documentation, assignments, and training content needed for those you support.

Who You Need To Be (Your Qualities)

  • You’re able to make meaningful connections and cultivate relationships with others to work more effectively.
  • Enthusiastic and passionate about your work and the mission of the Divvy.
  • Able to identify and resolve conflicts sensibly, fairly, efficiently, and professional. Preemptively able to pinpoint and solve problems before they become conflicts.
  • You’re able to provide generous assistance and advice to internal and/or external users of a product, service, or process.
  • You establish yourself as a trusted subject matter expert. Able to persuade others by leveraging this trust to desired outcome.

Qualifications

  • 1-2 years of experience leading others in a Customer Support role.
  • Proven track record of growing individuals in their assigned areas of responsibility.
  • Availability to work rotating holidays and weekends. 
  • 1-2 years of experience in providing excellent Customer Support utilizing telephony and online chat. 
  • Outstanding communication skills, both written and verbal
  • Strong interpersonal skills, including leadership, listening, and empathy
  • Ability to train and coach individuals
  • proficient time management skills.

Good to Know (Additional Information)

  • Schedule: Full-time within hours of Monday-Friday 6am-10pm MST
  • Compensation: $20/hour, Full-Time, Hourly, Non-Exempt
Total Rewards
At Divvy we’ve been intentional in designing scalable benefits, rewards, and perks that meet our workforce where they are while managing expectations as we scale. Just as pay parity was foundational for us in base salary, and remains our commitment and priority, our total rewards programs reflect our commitment to inclusivity and access for all.
At Divvy, you’ll enjoy:• Health insurance premiums for all Full Time employees covered at 100%• Stock option grants for Full Time Exempt employees • Unlimited PTO• 401K• FlexWork - you choose how you work whether it be remote, in-office, or some combination of the two• Paid parental leave for Full Time employees (12 weeks for birthing/adoptive parents, 6 weeks for non-birthing parents)
Perks are nice, but perks don’t make a company or individual  successful - the work does. At Divvy, we’re building the financial nervous system of business - faster, better, smarter, and the work compels us to show up each day for our customers and our teams while feeling well supported in our benefits.
**We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.**