Lead, Member Support
Leads and coaches a call center agent team, manages performance and capacity, handles escalations, and supports members during peak demand. Requires 5+ years of call center experience, leadership experience, bilingual Spanish proficiency, and a high school diploma or equivalent.
About the job
Responsibilities
- Manage and oversee a team of call center agents.
- Motivate agent growth and performance through weekly coaching interactions.
- Answer and support agent questions and escalations.
- Execute daily performance deliverables.
- Drive quality member experiences by listening to and monitoring agent interactions.
- Track agent attendance to maintain consistent capacity.
- Assist with onboarding.
- Assist members by taking calls and chats during peak volume.
Requirements
- 5+ years of call center experience, with progression through elevated roles.
- 2+ years of experience leading call center agents or supporting agents in an elevated agent role.
- Bilingual in Spanish required.
- Expert customer service skills and aptitude.
- Strong problem-solving skills.
- Strong task organization and workload management.
- Strong verbal and written communication skills.
- Ability to make tactical decisions.
- High school diploma or equivalent.
- Ability to work flexibly in a fast-paced startup environment.
Nice-to-Haves
- Experience working with omnichannel and CRM software.
- Positive attitude and passion for providing high-quality member experiences.
Compensation
- Base salary: $54,000–$63,500 USD annually.
- Benefits include medical, pharmacy, dental, vision, life and disability insurance, flexible spending benefits, 401(k), paid time off, company holidays, wellness benefits, commuter benefits, paid parental leave, employee assistance, and professional development and training opportunities.
- The role may also be eligible for bonuses, commissions, or equity.
Skills
Call Center Management, Coaching, Customer Service, Problem Solving, Omnichannel Software, Crm Software, Capacity Planning, Onboarding, Verbal Communication, Written Communication
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