Customer Care Quality Lead

San Francisco, CA

Position Summary: Ensure the satisfaction of customers by supporting the Customer Care team in meeting departmental, project objectives and deadlines.

Principal Duties:

• Collaborate with leadership members to develop initiatives aimed at improving the quality of phone call, email and chat interactions with customers
• Oversee the quality of our offshore support team of ~190 agents and leaders
• Monitor and audit the phone calls, emails and chat tickets of our Tier 1 agents
• Partner with Operational mangers and team leads to develop agent coaching strategiesLead calibration sessions with quality auditors and team leads
• Oversee the recruitment, training and onboarding of new agents
• Partner with training team to develop training courses to support company and department initiatives
• Maintain the agent knowledgebase to ensure that processes are well documented and that articles are relevant and up-to-date.
• Evaluate and adjust existing agent processes to ensure efficient and effective support
• Develop and implement new agent processes to support policy changes and product testing
• Oversee the quality of Membership Retention agents and partner with offshore support team to develop initiatives aimed to improve retention rate
• Support product teams with customer driven initiatives and qualitative research
• Provide escalation support to ensure customer concerns are resolved with urgency and care
• Support team’s Objectives and Key Results (OKRs) as needed
• Participate in site testing to identify and report site bugs and problematic customer flows
• Monitor various social media and review sites for customer feedback, and respond to customer complaints
• Other duties as assigned

Education:

College degree or equivalent work experience

Experience:

• 5+years of experience in a customer support role with at least 3 years of experience inesclations or as a senior team member, and at least 2 years of experience as a Quality lead
• Experience with help desk ticketing software and call center phone system software
• Experience managing projects and leading and developing initiatives based on department needs
• Experience creating training curriculum to support agent quality and membership retention
• Experience with MS Office Suite of tools

 Abilities:

• Effective oral and written communicate
• Outstanding customer service orientation with the ability to diffuse tense situations skilfully and quickly
• Excellent attention to detail
• Excellent organizational skills
• Ability to handle multiple tasks and shift priorities in a fast-paced environment to meet established deadlines
• Ability to think creatively, critically and analytically
• Ability to work autonomously
• Self-directed with experience and good judgment to plan and accomplish goals
• Ability to interface well with other members of the organization

Position Scope: 

• Delighting customers though the resolution of issues in a timely and sensitive manner
• Have a pulse on the quality of our support team and actively work to improve support-related processes

About us:  

JustAnswer is the best way to talk to doctors, lawyers, vets, mechanics and more in minutes—24/7. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Our mission is simple: we help people.  

Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital and Glynn Capital Management. 

Our culture  

Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include catered lunches on Tuesdays and Thursdays, medical/dental/vision, 401K with matching and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!