Favor Support is a key part of the Favor experience. When things don’t go exactly according to plan, we step in and make sure the customer has an excellent experience. Favor Support is open 21 hours a day to support both Runners and customers in all our markets, providing support across multiple channels (phone, sms, email, social).

The Support Team Lead will lead the day-to-day operations of the team, focusing on the weekends and evenings. You will become an expert in all things Favor and help to mentor others while providing suggestions to improve the team. You will also provide operational advice to make sure our markets are always running like well-oiled machines. We are looking for someone who is empathetic and passionate about providing a great experience while motivating others to be successful in their roles.

RESPONSIBILITIES

• Help to hire, train, manage, and develop others
• Innovate and manage change in process and communication
• Willing to roll up your sleeves and work alongside your team resolving customer issues
• Work with other departments to solve complex customer, Runner, and operational issues
• Hold team accountable to metrics
• Advocate for improving the customer experience

REQUIREMENTS

• You have 2 - 4 years experience managing a high performing support team
• You are able to work between the hours of 7 am - 3 am, 7 days a week
• You have a strong attention to detail and are able to spot developing issues quickly
• You have strong verbal and written communication skills
• You handle stressful situations while properly prioritizing work
• You are a self-starter with startup mindset
• You work hard to achieve and exceed set targets
• You are an innovative thinker with the ability to look for opportunities to optimize team process and operations
• Familiarity with Zendesk a plus
• BS degree required

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.