Customer Care Team Lead, Tonal

• The ideal candidate is passionate about helping others and is motivated by team-focused goals
• They are excited by the idea of contributing to the development of others and the overall Customer Experience delivered by the Advocates and Operations Coordinators
• They also demonstrate a clear ability to provide both high-level and detailed updates to stakeholders, inside and outside of the support organization
• 2-4 years working in a call center or Customer-facing environment
• 1-2 years working in a people leader role
• Experience with holistic support organizations and can speak to how Training, Content, Quality, and Operations work together to deliver white glove service
• You are a creative thinker with strong problem-solving skills
• Ability to multitask, prioritize, and manage time effectively in a demanding fast-paced environment
• Demonstrated ability to coach and motivate a team
• You are detail-oriented and possess great verbal and written communication skills
• You communicate early and often, proactively sharing progress updates and flagging challenges; you lead by example
• You have a positive attitude and put the Customer Experience first!

Desirable

• Tonal is looking for a Customer Care Team Lead to support our in-house Member Operations Team. The Team Lead is responsible for providing a world class, high quality, and efficient experience that contributes to the health of the Tonal Community
• Oversee support channels and maintain our SLAs. Our Customers come first!
• Manage, lead, train and develop advocates specifically around call management, quality, absenteeism and behavioural growth
• Support the daily activity of Advocates and Coordinators. Field questions, ensure we stay ahead of any experiential issues, track daily tasks, and support Customer Accounts
• Engage the team as the SME in all aspects of Tonal. Whether that be Order Management, Installation, Troubleshooting, or workflow best practices and service experience
• Supervise project assignments provided by leadership to bolster customer care initiatives
• Monitor, develop, and implement team best practices to increase productivity, quality, and CSAT
• Communicate gaps and recommendations relating to training, documentation, workflow, and process to stakeholders. Identify trends across the team and individuals
• Recognize and escalate high priority issues for manager visibility and keep stakeholders updated on recommendations early and often
• Prepare and assist with Customer-focused initiatives such as proactive outreach campaigns, beta programs, and VoC deep dives
• Take ownership of customers issues and follow problems through to resolution
• Provide support to all other departments with customer service and related issues
• This position includes some on-call work, including nights and weekends