Team Lead, Customer Support
RinsedFull Time
Junior (1 to 2 years)
The Runner Experience Supervisor must have experience in a customer service role, with a focus on enabling exemplary customer service. They need to be adept at proactively monitoring inbound queue volumes, ensuring daily staffing needs are met, and providing individual coaching and professional support to a team. Skills in leveraging KPI reporting and team metrics for tactical decision-making, assisting team members with customer requests, and supporting escalated situations with strong communication and problem-solving skills are essential. The role also requires the ability to guide Senior Specialists and/or Team Leads in skill development and managing priorities, managing team attendance, fostering a culture of continuous improvement, participating in recruitment cycles, and partnering with management for hiring decisions. A strong feedback loop with cross-functional partners and the ability to drive a culture of exceptional service, inspire others, and lead with compassion and empathy are also required.
The Runner Experience Supervisor is responsible for managing daily staffing needs and adjusting schedules to meet service levels. They will collaborate with training and leadership to ensure process documentation is current. The supervisor will use KPI reporting to inform decisions about queue assignments and time management, and assist team members with customer requests to meet service levels. They will also support escalated customer situations, guide Senior Specialists and Team Leads, manage team attendance and counseling, and foster continuous improvement within the team. Participation in recruitment, conducting interviews, and providing candidate feedback are also key responsibilities, along with partnering with the Channel Manager on hiring decisions. Ensuring a feedback loop with cross-functional partners and driving a culture of exceptional service are crucial, as is being responsible for the employee experience and leading with compassion and empathy. Facilitating team meetings and performing Quality Assessment reviews with feedback and coaching are also part of the role.
High-performance running shoes and apparel
Brooks Running designs and sells high-performance running shoes and apparel for men and women. Their product range includes shoes for road running, trail running, treadmill workouts, and racing, as well as a variety of athletic apparel like shorts, tops, and outerwear. Brooks primarily targets fitness enthusiasts, professional athletes, and casual runners who value quality and performance. The company stands out from competitors like Nike and Adidas by emphasizing sustainability and innovation, with initiatives such as a LEED-certified headquarters and energy conservation efforts. Brooks aims to provide top-notch athletic gear while promoting environmentally friendly practices.