As an Assistant Manager, you will be responsible for coaching and leveling up a group of 10-15 tier 1 support agents that report directly to you. You will report to one of our Team Managers and will work closely with the other Assistant Managers to ensure our customers and providers have a great support experience.
Your General duties will include:
- 1:1s and coaching with tier 1s
- Hiring and assisting with the onboarding of tier 1s
- Monitoring of agents (kpis/metrics and supervision in our various platforms)
- Keeping up to date policies and processes for the team to reference
- Various project management
This is a remote position, however you will need to come into our Austin, Texas office for initial training and then once a quarter (travel/lodging would be covered).This is your opportunity to be a part of something awesome, that you’ll be able to help shape the future of, while working with a wonderful team of peers.
Requirements
The following traits should describe you:
- Residence (You’ll need to be a resident of any of the following states for the duration of your time with LawnStarter: FL, GA, NC, PA, NY, OH, IL, VA, TN, TX, AZ)
- Quiet, Dedicated Workspace (You’ll need a workspace with a reliable internet connection that allows you to take calls for the full duration of your shift without interruption, noise or otherwise)
- Customer Focused
- Strong Verbal and Written Communication (You’ll be speaking with our Customers and Providers frequently and will need to take detailed notes of your interactions, while most communication with your teammates will happen over chat)
- Strong Attention to Detail
- Problem Solver
- Adaptable (Things can change fast and often in a startup environment, you’ll need to be able to adapt to those changes and continue performing without a hitch)
Experience
- 2+ Years of experience in Customer Support
- 1+ Years of experience in Coaching/Delivering Feedback
- 1+ Years of experience in Small Team Management
- Working Remotely (a plus)
- Managing Remote Agents (a plus)
- Phone/Email/Chat Support (a plus)
- Hiring (a plus)
- Startups (a plus)
- Zendesk and Five9 (a plus)
Equipment Requirements
You’ll need to have the following equipment for the duration of your employment with LawnStarter:
- High Speed Internet Connection
- Computer (Windows or Mac is fine, as long as you can use Google Chrome with multiple tabs open at all times and with little to no issues (crashing, extreme slow downs, etc.)
- Headset (For your 1:1s with your direct reports, other general meetings, and occasional calls with customers)
- Webcam (For team and 1:1 meetings we’d like to see who we’re working with and talking to, so a webcam that can capture video of you is required
Benefits
LawnStarter is scaling aggressively. If you’re interested in working at a lean startup, then there’s no better place to be than LawnStarter. We offer all the usual startup perks but we’d rather entice you with the opportunity to work with a great company. Working at a startup shouldn’t be about the free swag – it should be about being a part of something extraordinary.