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sql google sheets customer service tableau coaching📋 Description
- Manage and coach a 10-15 ambassador team delivering high-quality support.
- Oversee complex, sensitive issues; act as escalation point for cases.
- Develop performance plans and provide behavior-based coaching.
- Document ways of working; ensure onboarding and ongoing training.
- Collaborate with Capacity Planning & WFP on staffing and coverage.
- Drive service performance and meet targets across the team.
🎯 Requirements
- 8+ years in customer service/ops; 5+ years managing large teams.
- Proven ability to drive performance as a line manager.
- Experience deploying resources for real-time crisis situations.
- Data analysis and reporting to identify trends and improve performance.
- Translate big-picture goals into concrete team actions.
- Willing to work weekends, holidays, and on-call.
🎁 Benefits
- Remote eligible with occasional office or offsites in Canada.
- Competitive total compensation with bonus and benefits.
- Access to company-wide development resources.
- Commitment to inclusion and belonging.
- Disability accommodation support available.
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