Why Divvy?

Over the past decade, millions of Americans have been forced to put their dreams of homeownership on hold. Home prices have outpaced wage growth while mortgage requirements continue to tighten. As a result, renters are missing out on a critical wealth-building opportunity: owning a home.

At Divvy, we're building an on-ramp to homeownership – one that's more affordable, more flexible, and an overall better fit for the modern American family – and it’s working.

The Customer Support Senior Lead is motivated, driven, and enthusiastic about coaching and developing teams to exceed all customer and performance expectations. They are creative problem-solvers, who are knowledgeable in the management of team and program performance in a contact center environment. They handle escalations, ensure compliance with, and development of, Divvy’s standard operating procedures, and work alongside our cross-functional teams to triage specific issues. Leads are expected to consistently advance our culture while ensuring we provide the best experience for our customers. 

Responsibilities

• Develop and maintain monthly business reviews across channels and queues as well as drive action plans to ensure the delivery of the highest quality of customer experience direct
• Support of Specialists working with our customers. Ensure team members are trained and supported to effectively provide timely, accurate, and efficient support to our customers
• Monitor team performance metrics to ensure goals are consistently exceeded and motivate team members to exceed department goals
• Write and conduct performance evaluations as well as track team attendance and performanceRecruit, interview, and hire team members to serve our community across all lines of business
• Maintain SLA for the team’s primary customer channelsBuild and document processes in assisting our customers and collaborating with cross-functional teams
• Demonstrate leadership qualities including relationship building, meeting facilitation, time management, and organizational skills
• Develop and maintain positive working relationships with cross-functional teams that overlap with the customers we service

Experience

• 5+ years of experience leading customer-facing teams in a contact center environment, COPC or equivalent industry certification a preference
• Strong oral and written communication skills
• Analytical Skills to regularly pull, interpret and create action for the team and program performance management, SQL a preference
• Coaching and Feedback literacy with a passion to develop team members into high performers and beyond
• Experience with CRMs, Workforce Management tools and Spreadsheet proficiency
• Ability to quickly adapt to changing priorities and generate innovative solutions in a fast-paced environment
• Self-starter who can prioritize and deliver on deadlines with minimal supervision
• Ability to drive effective teamwork, communication, collaboration, and commitment across multiple teams

Preferred Skills and Experience

• 4 year Bachelor’s Degree, or equivalent industry certifications in Contact Center Management and Best Practices i.e. COPC
• SQL Proficiency

Divvy Perks

• Competitive salary + equity
• Full benefits (medical, dental, vision)
• Option to work remote

Commitment to Diversity & Inclusion

We prioritize a commitment to diversity in our team building process. We enthusiastically encourage individuals from a variety of lived experiences to reach out.