Customer Support Team Lead

As a Customer Support Team Lead within the CS department, you will play a critical role in managing the shift and ensuring the smooth functioning of customer support operations. Your primary responsibilities will include monitoring all CS-related Slack channels, addressing escalations from agents, responding to management queries from customers, and handling requests from MFCs (Micro Fulfillment Centers). Additionally, you will be responsible for effectively managing a team of agents, overseeing their performance, and implementing quality assurance measures.

• Shift Management:
• Monitor all CS-related Slack channels consistently while on shift.
• Respond promptly to agent escalations, management queries from customers, and requests from MFCs.
• Monitor and address queue issues on both frontline platforms to maintain optimal efficiency.

• Agent Management:
• Lead and manage the team of customer support agents.
• Conduct weekly or bi-weekly 1-1 meetings with agents (frequency depending on agent hours) to provide feedback and support their professional development.
• Implement performance management strategies to motivate and improve the performance of individual agents.
• Conduct regular Quality Assurance (QA) assessments to ensure service quality meets company standards.
• Analyse QA results to identify training needs and areas for improvement.

• Overall Support:
• Action all refunds, incomplete OQIs (Order Quality Issues), and account edit requests from the UK.
• Take ownership of assigned adhoc projects, or proactively propose and drive projects based on capacity. Recent examples of projects include "Remote Worker Well-being," "Helpcenter Overhaul," and "Agent Empowerment Training."
• Collaborate with the growth team, gathering customer feedback and identifying growth-related customer issues.
• Work towards maintaining an updated and efficient department, striving to provide the best customer service possible.
• Communicate findings and insights to the rest of the company to foster continuous improvement.

• Demonstrated experience in customer support or a related field.
• Proven ability to handle escalated customer queries and provide effective solutions.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Familiarity with Slack and customer support platforms.
• Analytical mindset with the ability to monitor and optimize queue performance.
• Strong organizational skills to manage multiple projects and tasks effectively.

As a Customer Support Team Lead, you will be at the forefront of ensuring exceptional customer experiences while fostering a positive and productive team environment. Your contributions will directly impact the success of the CS department and contribute to the company's overall growth. With your expertise in managing agents, implementing performance management strategies, and conducting QA assessments, you will play a key role in maintaining a high standard of service delivery and team performance.

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.

And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.

Like what you’re hearing? Then join us on Team Blue.

Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.

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