Team Lead - H

Role Details
Type of Support: Omnichannel (Email, chat, High phone)
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00 am - 5:00 pm | Weekends off
Work Schedule: Friday - Tuesday, 8:00 am - 5:00 pm
Work type and Location: Hybrid - San Pedro Sula & Tegucigalpa | You are required to go to the office on Mondays and Tuesdays during the first 60 days of employment 
Start Date: January 9, 2025

About Us
A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role

At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team.You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. Your contribution is limitless and not confined to this job description.
 

What You’ll Do:

• Manage, coach, and develop a high-performing team of CS Reps
• Responsible for overall team performance against KPIs
• Serving as a thought partner for leaders across the organization, ensuring that they’re equipped with the tools necessary to manage their teams
• Executing key initiatives in CS that affect the team and scale efforts
• Supporting the Program Manager in developing a team strategy to support the team and company goals
• Completing QA evaluations to maintain and improve the program’s quality
• Performing feedback and coaching
• Daily for low performing associates and new hires
• Sharing bugs, outages and website challenges with the thredUP website
• Understanding the product, platform, and metrics (including SLAs)
• Assisting associates with ticket escalations
• Coaching team on how to make decisions on their own
• Escalating to PM or Partner team as needed
• Asks for Partner input judiciously
• Contributing to training material creation
• Leading ad-hoc training refreshers
• Weekly team stats review + updates meetings
• Providing routine updates (EOD, EOW, EOM / custom) to Program Manager(s) or PartnerHero Leadership for all programs;
• Meeting with partner contacts to discuss team progress and performance, including:
• Team performance (KPI, CSAT, SLA);
• Individual performance (Progress towards goals / targets);
• Additional performance metrics as determined by the partner or program guidelines
• Working with PartnerHero and partner stakeholders to strategize for team capacity needs;
• Conducting routine 1:1s with all direct reports, covering:
• Performance (within expectations of individual programs);
• Personal development;
• Career progress and goals
• Ensuring all program schedules are adequately staffed, with backup strategies in place for all contingencies;
• Working with recruiters to screen and interview candidates for associate positions across programs.

What We Expect From You:

• 1+ years of experience in leadership roles
• Advanced English level - spoken and written
• Dependable, motivated, self-starter, with the ability to work independently
• High adaptability, savvy and open to learning new skills
• Strong communication skills to assertively manage conversations with various stakeholders
• Ability to multitask and prioritize based on program/company needs
• Previous experience or knowledge in data analysis is highly preferred
• Able to offer insights and reporting as needed
• Comfortable with a high-velocity environment with shifting priorities
• Organized team player with a great interpersonal skills, excellent customer service skills, and the ability to work with a diverse group

What You’ll Get In Return:

• Hybrid workplace - depending on the partner, role, management, and/or personal workspace
• Full-time with the potential for overtime if requested 
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].