Lead Customer Support Specialist

About Procare

Our mission is to simplify childcare operations and create meaningful connections by providing

technology, expertise, and unparalleled service.

Procare Solutions is the number 1 name in childcare software – used by more than 35,000 childcare

businesses across the country. For over 30 years, childcare professionals have looked to Procare to

provide real-time information for making critical decisions, maintaining compliance with local and

state regulations, and adhering to business best practices.

We make childcare management run smoothly, so that our customers can spend more time focusing

on the kiddos, not back office administrative duties.

A little about the role…

The Team Lead helps manage the daily workload of a small team of Customer Support Specialists

supporting multiple Procare products. The Team Lead monitors call metrics, service levels, and

team attendance to ensure that service volume and quality is attained. The Team Lead will

periodically review calls for quality control and will provide call coaching and training to team

members as needed. The Team Lead will provide end user support via phone and email during peak

volume, team member breaks and absences, and will be the first point of contact for customer

escalations.

What You Will Do…

• Manage the daily workload of small team of customer support specialists
• Manage attendance and promptly escalate any concerns to team manager
• Provide coverage during team member breaks, absence, and/or during peak volume
• Deliver excellent customer service and support to end-users via remote connection or over the telephone, while using and operating automated call distribution phone software and Salesforce
• Service Cloud
• Diagnosing and resolving technical hardware and software issues in a Windows environment involving network/internet connectivity, email, VPN, and more
• Partner with other Customer Support leadership with the implementation of support initiatives and strategies
• Ensure maintenance of customer service levels including general policies, procedures, and standards
• Review calls for quality control and provide coaching to team members as appropriate
• Serve as a POC for the Customer Support team needs
• Partner with other Customer Support leaders to identify opportunities for improvements to quality and efficiency
• Take lead on, or assign complex/escalated customer service issues to appropriate staff
• Coordinate team members between special projects and call volume to ensure appropriate coverage
• Support team through special projects and initiatives as needed (e.g. New software testing, Customer success, Vendor recalls, etc.)
• Participate in interviewing Customer Support candidates and help onboard and train new staff
• Identify and report opportunities to improve quality of service and/or team productivity
• Handle customer complaints and tracking resolutions as needed
• Communicate with prospective customers from multiple channels, including phone and email
• Interact with customers and utilize available resources for identifying customer needs and finding resolution
• Stay current with software changes/updates and participate in training as required

Requirements

Our Ideal Candidate Will Have…

• Excellent written and verbal communication skills
• Excellent interpersonal skills
• Ability to maintain confidentiality
• Proficiency with Microsoft Office applications
• Professional phone etiquette
• Knowledge of relevant software, computer applications and equipment
• Exceptional knowledge of customer service principles and practices
• Effective listening skills
• Willingness to co-operate with others and work to the greater good
• Multi-tasking capabilities

Benefits

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans- choose the plan best for you
• HSA option with employer contributions of $50/month
• Vacation time, holidays, sick days, volunteer & personal days
• Paid Parental Leave
• 401K Plan with employer match and immediate vesting
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement up to $2,000/year and continued Professional Development
• Free access to our Employee Assistance Program with 24/7 live support
• Casual workplace environment
• Some meals provided
• Voluntary Pet Insurance
• Prime downtown location close to restaurants and entertainment
• Promote from within- excellent career pathing

Salary

$25-$28 an hour DOE

Location

This position is based in our Denver, CO office. We are currently in a flexible hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver office a few days a week.