Support

Support Lead

Full Time - Texas

Our goal is to ‘Run Texas’ by winning customers one Favor at a time. Overseeing the overall Favor experience, our Support team is there to ensure our customers and runners receive the highest levels of service on each favor. But when things don’t go according to plan, we step in and ensure our Customers, Runners and Merchants receive a personalized, fast and easy path to resolution across multiple channels (phone, SMS, email, social). As part of the Favor Support Organization, our front-line Support teams are the first entrusted to take customer, Runner, and merchant inquiries. Support Leads are there to manage the day-to-day operations of the team, focusing on driving efficiency and providing the best customer service through coaching and development of our Support Specialist. Our Support Leads are people and data driven, experience focused, operationally savvy, and innovative on how we scale support.

Initial Schedule: 4:30p-1a Thursday – Monday

Responsibilities:

  • Lead and inspire a team of up to 15 specialists who deliver support experiences to Favor’s customers and runners.
  • You own your team’s performance: drive and maintain accountability for the metrics we care most about, e.g., Productivity, CSAT, efficiency, resolution, SLAs, employee engagement and retention.
  • You are a model of: accountability, professionalism, customer focus and how to embody our company values. 
  • With an eye to continual improvement, you understand the customer experience and you take ownership in continually raising the bar by making recommendations that improve existing process and procedures and create better experiences.
  • In order to understand and coach your team, you regularly: perform qualitative audits of their interactions, you investigate when metrics are not at goal, you dig in and find the root causes of low performance and you tackle those head-on with your team.
  • You understand the importance of Service Level performance and you’re experienced coordinating with WFM teams - you ensure that our operation is running effectively during your shift.
  • Work alongside your team on a weekly basis to continue driving excellence and understanding in how we can best service our Texas community.

Skills & Qualifications:

  • A related degree or comparable formal training, certification, or work experience.
  • 3+ years experience building and leading high-performing customer-facing teams, preferably in a fast-paced contact center environment. 
  • Track record of achieving and sustaining KPIs through goal setting, delegation and effective team leadership. 
  • Experience analyzing data and situations and solving problems.
  • Deep experience coaching and navigating tough conversations with poise and clarity.
  • Experience with CRM tools (Zendesk, Twilio, etc)
  • Working knowledge of contact center management tools, processes, procedures, performance metrics, and associated improvement levers. 
  • High EQ leadership; you possess strong verbal and written communication skills. 
  • Ability to be flexible and adapt to a constantly changing environment.
  • Note: are on a shift bid system - shifts presently switch every six months but may happen with other frequency based on operational need. You must be flexible to work between the hours of 7am and 1am, five days per week, with days off that may be unconventional (Wed/Thu, Sun/Mon, for example)

Ideal Candidate:

  • You’re a people leader - you believe that we perform our best when we engage and inspire our teams; you’re a strong EQ and cultural leader.
  • You're a problem solver - you’re hyper-focused on the root cause of why, and you work collaboratively to craft solutions.
  • You stay oriented to the goal you're trying to achieve and act with urgency to achieve it.
  • You are steady and consistent - you lead by example and you lead from the front.
  • You thrive in a fast-paced, ever-changing environment - you can handle curve balls and pivot accordingly.
  • You don’t get overwhelmed - you persevere in the face of challenges with a positive, can-do attitude.

Life at Favor:

  • Benefits -- We offer premium health, vision, dental, life, and 401(k) options. We also offer Favor delivery credit and H-E-B discounts! 
  • Time-Off -- We offer unlimited PTO for salary employees and ample vacation time to all team members. We empower you to live your best life and do your best work!
  • Learning & Development -- We encourage personal growth and education through regular Learning Labs taught by internal team members and external facilitators.
  • Community -- Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), quarterly company-wide events, happy hours, and regular connection opportunities.
At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.   
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