Customer Care Team Lead, Nav
$60-75k
Financial health hub for small businesses
Be an early applicant
Financial health hub for small businesses
101-200 employees
Be an early applicant
$60-75k
101-200 employees
Company mission
To give every small business owner the chance to succeed.
Role
Who you are
- High School Diploma or equivalent required
- Two years leadership experience in a customer service or contact center setting
- Five years overall experience in a contact center or customer service environment
- Experience with contact center tools and systems preferred (e.g., Five9, Salesforce, NICE inContact, Zendesk, Medallia, etc.)
- Communication skills: Excellent interpersonal skills; ability to read, analyze and interpret documents; ability to respond effectively to all inquiries; ability to write using proper grammar, punctuation, and spelling; ability to effectively present information in meetings
- Strong attention to detail with the ability to multi-task and work within a fast-paced environment
- High computer literacy; Proficient in Word, Excel, Power Point and Google Docs
- Ability to deal with confidential information appropriately
- Ability to define problems, collect data, establish facts, and draw valid conclusions
- Ability to organize and effectively prioritize workload
- Ability to lead, motivate, and gain "followership."
What the job involves
- We are looking for an experienced leader and contact center professional to join our management team
- This individual will lead a team of dynamic customer service specialists, tasked with providing the world-class service that Nav is known for
- The successful candidate will have solid experience building high-performing teams, and a passion for mentoring and coaching
- Additionally, the ideal applicant will have a knack for finding creative solutions, "getting things done," and driving measurable impacts to the overall operation
- Provide daily direction, coaching, and communication to a team of customer care specialists, ensuring that customer interactions are handled in a manner that is consistent with Nav’s high standards of service excellence
- Track and monitor KPIs, providing regular statistical and performance feedback and coaching to each agent on your assigned team
- Establish work procedures and processes that support the company and department standards, procedures, and strategic directives
- Assist the senior leadership team with the daily operation of the contact center (including the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs)
- Write and administer regular performance reviews
- Participate in quality calibration sessions
- Ensure employees have appropriate training and other resources to perform their jobs
- Coordinate with manager and/or HR to address disciplinary and/or performance issues
- Effectively administer improvement/development plans
- Conduct regular 1:1s, side-by-sides, and team meetings
- Review and score customer interactions (against established quality standards), providing coaching and feedback
- Participate in the selection process (interviewing, etc.) for potential employees
- Handle escalated customer situations as needed
- Create an inspiring team environment with an open communication culture.9
Our take
Nav, previously known as Creditera, is a fintech aiming to help small and mid-sized businesses (SMBs) gain easy, transparent access to available financing and credit options.
Nav gives free access to personal and business credit reports from major consumer and commercial credit bureaus including Experian, Dun & Bradstreet, Equifax and TransUnion, and hosts a robust marketplace with more than 100 business financing products including loans and credit cards. Its emphasis on reducing administration for SMBs, and matching them with their best financing options, has helped lighten the workload for many SMBs applying for finance.
Nav is used by over a million SMBs across the United States. SMBs, albeit as a loose category, make up about 99% of firms nationwide, and over half of these firms report that needs like credit services are going unmet, especially so during a period of economic downturn. So the potential market in which Nav operates is fertile ground, and the company has been proving this through expansions and acquisitions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Feb 2019
$45m
SERIES C
May 2017
$13.8m
SERIES B
Total funding: $95.1m
Company benefits
- Generous time off. 16 paid holidays and flexible paid time off
- Top-notch benefits. Company sponsored health, dental, and vision insurance for employees and dependents
- Remote working stipends. Funds for home office support, wellness, education, and food
- Company ownership. We are all owners of the business, and have stock options as part of our compensation package
- 401(k) match. We match up to 3.5%
Company HQ
Shoreview, San Mateo, CA
Leadership
Levi King
(Founder, CEO & Chairman)They studied Business Administration before founding a raft of financial services companies.
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