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quality assurance coaching performance management cross-functional collaboration kpis📋 Description
- Lead and coach a team of Customer Operations Specialists.
- Conduct 1:1s, provide feedback, and develop growth plans.
- Support onboarding and training aligned with Grow's tools and processes.
- Foster accountability, collaboration, and empathy in support.
- Monitor workflows and queues for timely, accurate inquiries.
- Oversee schedules and real-time coverage to meet service levels.
🎯 Requirements
- Experience leading frontline support or operations teams.
- Data-driven decision making; uses data to drive performance.
- Strong communication and cross-functional collaboration.
- Coaching and development abilities.
- Familiarity with SOPs, docs, and timecard processes (Rippling).
- Remote work experience in fast-paced environments.
🎁 Benefits
- Comprehensive health coverage: medical, dental, vision, life, disability.
- Parental leave up to 18 weeks plus new child stipend.
- 401(k) plan and equity opportunities.
- Home office stipend and meal funds.
- Flexible PTO, 12 holidays, winter break.
- Wellness and development stipends for growth.
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