Job type full-time
Full job description
About us: the commons project foundation (tcp) is an impact-focused non-profit organizationEstablished in 2019, tcp’s mission is to create, finance, and operate digital services for the public goodWe partner with government agencies, for-profit companies, academic institutions, and other stakeholders to create digital infrastructure in healthcare, education, finance, and community & civic engagement.
Tcp is an equal opportunity employerWe value diversity in our workforceAll qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristic protected by law.
Title: customer support lead location: remote
Tcp is looking for a hands on customer service lead to direct and oversee team members, resolve customer questions or complaints, and develop programs and procedures to enhance productivity and performance.
Qualified candidates must have experience building and scaling multi modal customer support programs (email, phone, chat, etc.) for mobile platforms.
Initially act as a customer service representative to better understand your customers and tcp products
Build and manage a team of customer service personnel for global continuous coverage
Oversee employee schedules and ensure that your departments are adequately staffed
Improve overall department and organization efficiency and performance by identifying opportunities to enhance internal processes
Coach, develop, and lead your team
Conduct periodic reviews and evaluations of team members, including monitoring employee performance and noting areas for improvement
Interview, hire, and train new hires and instruct them on company policies and best practices for resolving customer inquiries
Determine, and exceed, appropriate reporting, escalations, and sla metrics
Work closely with tcp teams to ensure your team’s responses continuously meet product goals
The experience you’ll need (required)
Must have hands-on experience defining customer support processes and workflows
Strong hands on experience with mobile application and platform support models “low-touch” to “high-touch”
Hands on experience managing distributed support teams including out-sourced support vendors
Identifying and executing on support related kpis
Strong problem solving and conflict resolution capability
Strong written and verbal communication skills
Being able to work with multi disciplinary internal and external teams to resolve customer service related problems
Tcp offers generous and comprehensive benefits to its employees, including but not limited to, unlimited time-off, health plans (health/dental/vision), short-term and long-term disability, life insurance, etc.