Tier I Support Team Lead
Benefits
Unlimited PTO
The Impact You’ll Have:
- Lead and develop frontline agents.
- Own coaching and development for a pod of Tier I agents.
- Identify skill vs. will gaps.
Own quality, accuracy, and consistency:
- Reinforce SOPs, workflows, and decision frameworks.
- Partner with QA to calibrate expectations.
- Ensure tone, accuracy, and adherence meet expectations.
Drive daily execution and results:
- Actively monitor SLA, productivity, schedule adherence, attendance, and CSAT.
- Stay close to the floor to identify risks early.
- Escalate issues appropriately.
Owner
Owner is an AI-native system helping local business owners succeed, especially restaurants, by replacing multiple tools with one. With a team in the low hundreds, they consist of top talent from successful SMB software companies and are rapidly scaling to match customer growth.