Database Tool - Team Lead

Role Details
Contract Type: Full-time
Training Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
Work Schedule: Monday - Friday, 8:00am - 5:00pm | Weekends off
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: September 30th, 2024

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

The partner believes exceptional Customer Support is critical to our customer’s success. Customer Support has the power to delight and retain customers, support account expansion and lead identification, increase our customer’s sophistication, enable product adoption, and catalyze customer-focused product development. 

As a Lead on the Customer Support Team, you will help your peers deliver exceptional and consistent support experiences by providing intraday support for new and experienced CSAs. You will work closely with Managers and Leads on your team to inspire Customer Support Advocates to take action in alignment with core company objectives. 

An ideal candidate will be an expert in databased products, has demonstrated team leadership within their current role, has partnered in the development of operational or cross-functional processes, and has a long-term desire to manage people.

This is a hybrid role that will require 2 days.

What You’ll Do:

• Working alongside peers in the CSA team and our partner teams to resolve customer questions and provide escalated support for issues requiring more profound knowledge & ‘hot’ customers
• Reviewing QA tickets, sharing feedback, and recommending learning materials to ensure the team is consistently and strongly resolving customer issues
• Helping onboard new team members and clarifying escalation paths for nuanced product support. Identifying repeat gaps in training and resources; helping close those gaps directly or in partnership with other team members
• Using your domain expertise and strong visibility into customer questions to synthesize customer feedback to promote customer experience improvements in partnership with Product, Marketing, CSM, and Support Content Ops
• Creating & curating best practices and identifying areas for operational improvement to help you and your peers work more effectively. Partnering with Customer Support Management and Operations to develop healthy distributed team norms and create processes to deliver consistently high-quality product support
• Ensuring the team you work with has the staffing it needs to meet SLAs and team KPIs as it responds to customers. Surfacing staffing limitations and partnering with the management team to hire and adjust schedules to fill gaps
• Providing weekly health updates and identifying team needs to partner with the Support Management team

What We Expect From You:

• Minimum of 1+ years working experience as a Team Lead
• Minimum of 1+ years relevant professional experience in managing inbound calls/tickets, sales associates, or customer service associates
• You have demonstrated strong performance (meets or exceeds) in your existing role for the last 2 review cycles.
• You have well-honed Customer Support skills and a deep understanding of database products. You get energy from using those skills to teach and uplevel your peers.
• You are passionate about growing your leadership and management skills as part of a fast-paced SaaS organization. You care about delivering impactful and reliable customer experiences at scale.
• You lead by example with a learning mindset and a people-first attitude.
• You are a first principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience.
• You are passionate and enthusiastic about Databases!

What You’ll Get In Return:

• Hybrid working arrangements
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• 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].