Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
At Rivo we’re on the lookout for a Help Staff Lead (LATAM) to affix our crew.
Full-time · Distant (LATAM)
Who we’re
Rivo is a loyalty and referrals platform for Shopify created to drive income and retention. We’re a crew of ~12, scrappy, fast-acting, growth-minded individuals who prefer to GSD. Our crew brings expertise from Shopify, Airbrake, InVision, Github, Amazon & Shogun.
We’re a wholly distant crew unfold throughout 8 nations and 11 cities. This place is 100% distant.
In regards to the job
Because the Help Staff Lead, you’ll be liable for managing and mentoring a crew of buyer assist representatives primarily based within the Philippines. Your major targets are to make sure well timed and efficient situation decision, improve buyer satisfaction, and drive the gathering of 5-star critiques from our clients. This function requires management abilities, a customer-centric mindset, and the power to thrive in a fast-paced, distant work surroundings.
What You will be doing
- Staff Administration:
- Lead, mentor, and handle a crew of buyer assist representatives.
- Set clear efficiency expectations and supply common suggestions.
- Conduct efficiency evaluations and develop enchancment plans as wanted.
- Buyer Help Operations:
- Oversee each day assist operations to make sure immediate and correct situation decision.
- Make sure the crew adheres to established SLAs and KPIs.
- Buyer Satisfaction:
- Implement methods to reinforce buyer satisfaction and loyalty.
- Drive initiatives to gather and enhance the variety of 5-star critiques from clients.
- Collaborate with operations and product to resolve complicated buyer points and enhance total buyer expertise.
- Reporting and Analytics:
- Generate and overview studies on crew efficiency, buyer satisfaction, and ticket decision.
- Use data-driven insights to optimize assist processes and obtain targets.
- Report key metrics and insights to senior administration.
- Coaching and Improvement:
- Determine coaching wants and arrange common coaching classes for the assist crew.
- Keep up to date on product options, business developments, and finest practices to make sure the crew is well-equipped to help clients.
{Qualifications} & who you might be
- Confirmed expertise in a buyer assist or crew lead function, ideally in a SaaS, Shopify or tech surroundings.
- Sturdy management and crew administration abilities, with a monitor document of driving crew efficiency.
- Wonderful communication abilities in English (each written and verbal).
- Buyer-centric mindset with a deal with delivering distinctive customer support.
- Capability to work throughout versatile schedules and timezones
- Capability to investigate knowledge and use insights to drive efficiency enhancements.
- Expertise working in a distant surroundings and managing distant groups.
- Familiarity with assist instruments like Zendesk, Intercom, or comparable platforms.
- Scrappy, quick and resourceful
- Self-driven with an entrepreneurial method and skill to work autonomously with restricted steering / supervision
Advantages
- Totally-remote.
- No matter the kind of contract (worker or advisor), there’s a assured minimal of 18 days off per 12 months.
- Freedom to work the place you are the happiest and be part of a crew that cares about your success and well-being.
Issues we keep away from
Do you need to be part of our crew as our new Help Staff Lead (LATAM)? Then we would love to listen to about you!