Customer Support Team Lead

Who We Are

Imprint is building a payments and loyalty platform from the ground up to serve modern brands and their customers. Imprint is backed by Kleiner Perkins, Thrive Capital, Stripe, Affirm, Box Group, and leading angel investors, including the CEOs of Skims, AllBirds, WarbyParker, Plaid, and NuBank. We are focused on building a brilliant team who want to change payments and who embody Imprint’s Operating Principles.

The Team

The Customer Support Team is creating an inspired culture, where Agents don’t just answer questions, but solve problems. We view every interaction as an opportunity to educate and empower our customers. We are empathetic, human, and deeply committed to our customers and the brands they love.

The Job

The Customer Support Team Lead ensures Agents are experts on Imprint and our products. Team Leads are responsible for the day to day management of team members assignments in order to achieve service levels.  They inspire, coach, train and direct a team of Agents on the best practices to resolve customer inquiries via phone call, chat or email. Team Leads are the go-to people when Agents have questions on unfamiliar issues, need a second opinion or are looking for help with a supervisor call from a customer.

Your Day-to-Day

• Lead and inspire a team of up to 15 Customer Support Agents
• Leverage product knowledge to teach, demonstrate, guide and empower Agents to be customer advocates
• Handle challenging customer escalations directly when needed
• Review and manage real time schedule coverage, adjusting assignments when needed to ensure service level agreements are met by the Customer Support team
• Motivate and develop agents  
• Conduct regular one-on-one meetings with all assigned Agents to review quality and productivity metrics and update development plans 
• Track and report team results to internal stakeholders on regular cadence
• Collaborate with cross-functional team to share emerging trends and to ensure appropriate processes are in place to quickly resolve issues
• Manage business and agent performance metrics to high efficiency standards
• Participate in quality and coaching calibration sessions
• Conduct semi-annual performance reviews with all assigned Agents and provide feedback, coaching and mentorship to drive continuous improvement

We Are Looking For Folks With

• High School Diploma, GED, equivalent certification
• 5+ years of Customer Support experience including 2+ years of proven team leadership
• Passion for teaching and developing others to create exceptional customer experiences
• Passion for inspiring and motivating others
• Strong verbal and written communication skills 
• Strong analytical skills, particularly to track, understand and act to meet metrics and KPIs
• Exceptional organization and attention to detail
• Emphatic commitment to personal growth and development

Bonus Points

• Bachelor’s Degree or military experience
• 5+ years experience in People Management
• Experience leading a team in a rapidly scaling contact center environment
• Experience with credit, lending and/or payments ecosystem
• Financial services industry experience
• Experience writing/developing wiki or customer help center content

Perks & Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare including fully covered dependent coverage
• Additional health coverage includes access to One Medical and option to enroll in an FSA
• 16 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents
• An understanding that successful remote work requires flexibility and an appreciation for asynchronous work
• Access to industry leading technology across all of our business units — stemming from our philosophy that we should invest in resources for our team that foster innovation, optimization, and productivity

Annual salary range: $55k - $75k and competitive equity package