Customer Experience Team Lead

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

In the Customer Experience Team Lead role, you’d be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner. As the team manager, you will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and work closely with colleagues and the Regional Customer Care Manager to ensure consistent, high-quality service.

You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast-paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

• Team Leadership: Lead, mentor, and manage a team of Merchant Success Managers, Onboarding Executives, Onboarding Consultants and BIR liaison officers to ensure high performance and productivity. Conduct regular coaching and performance evaluations, providing constructive feedback when needed and development opportunities.
• Onboarding Process & SLA Management: Ensure 100% completion of welcome calls within 2 days of RTO and 100% activation of accounts before the expected go-live date. Monitor and manage onboarding processes to meet SLA targets and maintain high-quality service delivery.
• Merchant Engagement: Actively engage with merchants to strengthen relationships, address inquiries, and ensure a smooth onboarding experience. Provide personalized support and guidance to merchants during their first 60 days.
• Task Management: Reassign tasks and adjust deliverables as necessary to manage resource constraints and ensure timely completion of onboarding activities.
• Reporting and Analytics: Prepare and present weekly and monthly reports on team performance, including attendance, key metrics, and onboarding success rates. Analyze performance data to identify trends and areas for improvement.
• Action Planning: Develop and implement action plans in response to unmet KPIs, ensuring that the team continuously improves performance.
• Process Improvement: Lead initiatives to optimize onboarding processes, enhancing efficiency and the overall merchant experience.
• Training Coordination: Organize and schedule training sessions for newly hired team members and/or refresher training for existing team members when needed, ensuring that team members are well equipped once endorsed for operations.

What you will need:

• Leadership Skills: Strong leadership and team-building abilities with a focus on coaching and developing talent.
• Customer-Centric: A deep passion for delivering outstanding customer experiences and a thorough understanding of the customer journey.
• Analytical Skills: Strong data analysis skills with the ability to track and interpret key performance metrics.
• Communication Skills: Excellent verbal and written communication skills, with the ability to engage effectively with internal teams and external customers.
• Problem-Solving: Ability to identify and resolve complex customer issues and make sound decisions under pressure.
• Knowledge: Familiarity with onboarding best practices and customer success strategies is a plus.

What makes working at StoreHub awesome (and refreshing!):

Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.

Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.

Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.

Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

We do have all the other cool perks too:

• Apple MacBooks for everyone to help you do your best work
• Comprehensive healthcare benefits with our HMO Plan
• Career development and mentorship
• Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.