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.
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.
What You'll Do:
- 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 - including, but not limited to: Productivity, CSAT, efficiency, resolution, SLAs, Quality, employee engagement and retention
- You are a model of: accountability, professionalism, emotional intelligence (EQ), customer focus and you live 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 find time to shadow your team to understand how they work and their motivations to help drive performance
- 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
- You work alongside your team on a weekly basis to continue driving excellence and understanding in how we can best service our Texas community.
Skills You Have:
- A related degree or comparable formal training, certification, or work experience.
- 3+ years experience 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: we are on a shift bid system - shifts may change every six months (or 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); including holidays.
Who You Are:
- 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, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor 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, weekly happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer.
Flexible work options: We have team members spread across Texas and beyond! Some work from the office, some from home, and some do a mix of both. We support a hybrid environment based on the role and location, and no matter where you work, we foster an inclusive and flexible environment to support our diverse workforce.
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
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