Related skills
customer support saas quality assurance coaching enterprise📋 Description
- Manage and coach a team of agents; monitor attendance and schedules.
- Provide coaching/feedback via QA or 1:1 sessions to improve support.
- Train the team on processes, troubleshooting, and product knowledge.
- Maintain open communication; relay concerns and ideas.
- Drive improvement with a solutions-oriented mindset.
- Assist with challenging contacts and escalate as needed.
🎯 Requirements
- 3+ years in performance management/coaching (Senior Team Lead or Manager).
- 4+ years in customer satisfaction and customer experience roles.
- Success operating independently and navigating competing priorities.
- Experience solving complex customer issues with urgency and professionalism.
- Availability to work rotational shifts (24x7) and rotating days.
🎁 Benefits
- Competitive compensation and benefits.
- Benefits supporting a healthy lifestyle and flexibility.
- Access to Toast benefits program.
- Hybrid work model with in-person collaboration.
- Inclusive culture and DEI commitments.
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