Related skills
data analysis people management sql google sheets tableau📋 Description
- Lead a CS team of 10-15 ambassadors; manage high-risk escalations.
- Coach direct reports; develop performance plans and reviews.
- Establish best practices for cases; document workflows and onboarding.
- Ensure staffing, onboarding, and ongoing training for the team.
- Collaborate with Capacity Planning and WFP on headcount and coverage.
- Drive performance and build a diverse, engaged team; lead ops.
🎯 Requirements
- 8+ years in customer service or operations; 5+ years managing staff.
- Proven ability to improve team performance as a line manager.
- Experience handling real-time crises and high-severity cases; decision authority.
- Proficiency with Tableau, SQL, Excel, and Google Sheets for data analysis.
- Ability to translate big-picture goals into concrete actions and targets.
- Willingness to work weekends/holidays/on-call; strong English.
🎁 Benefits
- Remote eligible in British Columbia, Canada; occasional office.
- Inclusive culture with focus on belonging and diversity.
- Growth opportunities through coaching and development programs.
- Employee travel credits and other benefits.
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