Product Support Operations, Team Lead

What you'll do In this role, you'll act in a player-coach capacity and be accountable for supporting a team of Operations Associates. This team is responsible for resolving our users' most challenging and impactful issues, providing exceptional user experience, and contributing to the overall user satisfaction. To be a fit, you'll have a coaching mindset, a proven ability to communicate at different levels, a track record of driving operational performance, deep expertise in customer service, and a passion for inspiring a team to deliver an incredible user experience. Responsibilities Guide your team in troubleshooting and solving external user issues Manage the operational performance of your team to deliver KPIs Help scale our operations and improve user experience by identifying process improvements Manage capacity and scheduling, dividing and assigning work between team members Ensure your team has all the skills and resources needed to be successful in their role Set clear goals and expectations for individual and team performance Foster a culture of continuous improvement to refine team processes and procedures Support recruitment and hiring initiatives Coach and mentor individuals to meet career goals via structured career development conversations Provide continuous performance feedback and facilitate periodic formal performance reviews Drive and own initiatives that make the team a warm and welcoming place to work Keep the team engaged and motivated toward their work Who you are We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Minimum requirements 5+ years of experience coaching and leading customer service teams and managing performance Experience mentoring others and providing constructive feedback Experience in delivering weekly and monthly business metrics and reporting Proven ability to be a subject matter expert in customer service Ability to work cross-functionally to deliver best results and promote partnership Excellent written and verbal communication skills Exemplary planning and time management skills Preferred qualifications Experience in new process launch and continuous improvement