Assistant Manager, Customer Support (Remote)

Lawnstarter Austin , TX 78701

Posted 2 months ago

LawnStarter is a fast growing, profitable startup headquartered in Austin, Texas and we recently announced a $10.5 million growth round of funding. Were anticipating one of our most exciting years yet and are looking for problem solvers who are passionate about delivering exceptional support experiences to join our expanding Phone Support team for the upcoming Spring and Summer seasons.As an Assistant Manager, you will be responsible for coaching and leveling up a group of 10-15 Tier 1 support agents that report directly to you. You will report to one of our Team Managers and will work closely with the other Assistant Managers to ensure our customers and providers have a great support experience.Your General duties will include:

  • 1:1s and coaching with Tier 1s
  • Hiring and assisting with the on-boarding of Tier 1s
  • Monitoring of agents (KPIs/metrics and supervision in our various platforms)
  • Keeping up to date policies and processes for the team to reference
  • Various project management


This is your opportunity to be a part of something awesome, that youll be able to help shape the future of, while working with a wonderful team of peers.

Requirements

The following traits should describe you:

  • Residence (Youll need to be a resident of any of the following states for the duration of your time with LawnStarter: FL, GA, NC, PA, OH, IL, VA, TN, TX, AZ)
  • Quiet, Dedicated Workspace (Youll need a workspace with a reliable internet connection that allows you to take calls for the full duration of your shift without interruption, noise or otherwise)
  • Customer Focused
  • Strong Verbal and Written Communication (Youll be speaking with our Customers and Providers frequently and will need to take detailed notes of your interactions, while most communication with your teammates will happen over chat)
  • Strong Attention to Detail
  • Problem Solver
  • Adaptable (Things can change fast and often in a startup environment, youll need to be able to adapt to those changes and continue performing without a hitch)

Experience

  • 2+ Years of experience in Customer Support
  • 1+ Years of experience in Coaching/Delivering Feedback
  • 1+ Years of experience in Small Team Management
  • Working Remotely (a plus)
  • Managing Remote Agents (a plus)
  • Phone/Email/Chat Support (a plus)
  • Hiring (a plus)
  • Startups (a plus)
  • Zendesk and Five9 (a plus)

Equipment Requirements

Youll need to have the following equipment for the duration of your employment with LawnStarter:

  • High Speed Internet Connection
  • Computer (Windows or Mac is fine, as long as you can use Google Chrome with multiple tabs open at all times and with little to no issues (crashing, extreme slow downs, etc.)
  • Headset (For your 1:1s with your direct reports, other general meetings, and occasional calls with customers)
  • Webcam (For team and 1:1 meetings wed like to see who were working with and talking to, so a webcam that can capture video of you is required

Benefits

LawnStarter is scaling aggressively. If you're interested in working at a lean startup, then there's no better place to be than LawnStarter. We offer all the usual startup perks but we'd rather entice you with the opportunity to work with a great company. Working at a startup shouldn't be about the free swag -- it should be about being a part of something extraordinary.This role starts at a rate between $40,000.00 to $45,000.00 /year

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Assistant Manager, Customer Support (Remote)

Lawnstarter