About us:
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.
We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed!
To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us here! https://wondersco.com/about-us/
What we’re looking for:
Wonders is looking for a Customer Support Team Lead to lead and scale our growing customer support function in Dumaguete Cityr, Philippines. As a lead of Customer Support, you will oversee the 10 - 15 team members, build and improve SOPs, and drive better operational performance so that our Clients will have the best in class Support experiences.
*The works hours for this role will be discussed during the interview process but will be between Monday - Sunday 10:00 pm - 12:30 pm*
What you’ll accomplish:
- Hire, train, and manage a team of 10-15 support specialists to deliver a best-in-class experience to our restaurant clients
- Review errors and provide performance feedback and coaching on a regular and timely basis to each team member
- Be a player-coach and provide backup support for the team as needed
- Execute and be committed to the daily and quarterly goals of the Service team
- Analyze data to achieve SLA adherence, high customer satisfaction and passing QA score
- Create a productive and empathetic work environment that is conducive to good attendance, long-term employment and employee satisfaction
- Work with management to strategize reward incentives and plan quarterly team building activities to ensure high morale and team productivity
- Work well cross-functionally including training, QA, workforce team, operations team, client success, engineering teams etc.
- Identify areas for service improvement and make recommendations to the management team
About you:
- Professional-level fluency in English
- Bachelor's degree or college experience preferred
- At least two (2) years of relevant Team Leader experience managing a minimum of 5 teammates, preferably working in a in-house customer support function
- Strong customer service orientation and a passion for helping people through coaching and problem solving
- Ability to work well under pressure and can multi-task with priorities in mind
Qualities that will make you successful in this role:
- Calm and collected - maintain calm and professionalism in stressful situations and be the rock for those who come to us when they need help
- Patient and attentive - display patience and empathy while listening to our customers through critical issues and figuring out what they need
- Dependable and consist - deliver consistent performance and provide timely support for the team, day in and day out
- Honest and open - exercise transparency and integrity in communication and management
- Agile - comfortable rolling with the punches and working in a fast-paced and constantly evolving environment
If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply!
Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.
