Team Lead - Contact Center

Position Overview:
The Team Lead oversees the Client Service Team, driving initiatives to enhance client experiences and achieve retention goals. Your leadership will foster a culture of proactive collaboration and knowledge-sharing, empowering the team to deliver exceptional value to our clients.

Key Responsibilities

• Mentor the Client Service team to deliver exceptional support across channels.
• Maintain a 90% gross retention rate for nonprofit accounts through proactive client engagement.
• Collaborate to achieve a 108% net retention rate, addressing client needs effectively.
• Develop onboarding plans and educational resources; implement satisfaction surveys.
• Maintain and improve client-facing processes and documentation.
• Partner with Learning & Communications to deliver effective training sessions.
• Ensure timely client responses, meeting established turnaround metrics.
• Develop accurate knowledge base content with internal stakeholders.

Qualifications

• 5+ years in customer service, with 1+ years in a leadership role.
• Proven ability to provide effective service in fast-paced environments.
• Strong multitasking, time management, and communication skills.
• Experience with knowledge base management and data analysis.
• High computer literacy, preferably with Zendesk experience.

Compensation

Competitive salary plus commission and generous benefits including paid time off, seven paid holidays, health plan including medical/dental/vision, life insurance, disability, and retirement plan matching. Employees enjoy a relaxed dress code, a pleasant work environment in our spacious headquarters, and an entrepreneurial atmosphere that isn’t hindered by corporate red tape.