Support Team Lead

| Austin | Hybrid
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In Texas, Favor is the easiest way to get anything delivered to your door in less than an hour. At Favor, we pride ourselves on serving Texans and empowering our local businesses big and small. Our goal is to ‘Run Texas’ by winning customers one Favor at time!


Overseeing the overall Favor experience, our Support team is there to ensure the highest levels of service for each favor. But when things don’t go according to plan, we step in and ensure our Customers, Runners and Merchants receive a personalized, fast and easy path to resolution across multiple contact channels.


Our Support Team Leads are integral to this effort by managing day-to-day operations, and by empowering their team to provide best in class customer service and support. Our leads are data-driven, competitive, customer experience obsessed, operationally savvy, and intellectually curious by constantly seeking growth. They believe every Support interaction is an opportunity to delight. 

Responsibilities

  • Empower and inspire your team to be passionate Favor brand ambassadors and stewards of our culture and core values
  • Care deeply and display urgency with the speed and quality of our Support responses
  • Drive individual performance outcomes, development, and engagement through effective coaching, mentorship, feedback, reward, and recognition
  • Monitor, analyze, and develop performance plans as needed to quickly identify and remediate performance issues
  • Serve as a role model for accountability, professionalism, and emotional intelligence
  • Evaluate, advise, and innovate on team workflows, processes and procedures to drive continuous improvement
  • Roll up your sleeves and work alongside your team as needed to establish trust, credibility, and to stay close to what is needed to best serve our Texas community
  • Promote a culture of accountability by holding yourself, your team, peers, and leadership accountable to the highest standards of service

Requirements

  • 2-3 years experience and track record building fun, high performing customer-facing teams in a contact/support center environment
  • Deep domain knowledge of contact center management tools, processes, procedures, performance metrics, and associated improvement levers
  • Data-driven, analytical problem solver, capable of foreseeing business needs and translating trends and insights into actionable objectives that yield scalable solutions
  • Able to self-identify and self-manage areas of improvement
  • Passionate about being a people leader and thrive off of developing others
  • Graceful, measured, effective, and able to keep your team focused and energized in fast-paced, ambiguous, and dynamic work environments
  • Excel and are comfortable with navigating de-escalation, crucial conversations, and conflict resolution
  • Champion of psychological well-being, radical candor, diversity, and inclusion
  • Effective verbal and written communicator capable of influencing outcomes
  • Reputation of operating with integrity, courage, and servant leadership
  • Able to work nights and weekends
  • BA/BS degree preferred

At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.

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Technology we use

  • Engineering
  • Product
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • DockerFrameworks
    • FlaskFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • NoSQLDatabases
    • RedshiftDatabases
    • AWS (Amazon Web Services)Services
    • FigmaDesign
    • ConfluenceManagement
    • Google DocsManagement
    • JIRAManagement
    • TrelloManagement
    • SlackCollaboration
    • ZoomCollaboration
    • TrelloProject Management

Location

Our HQ, the Eastside Tech Hub, is located in the heart of East Austin with close proximity to downtown and easy access to I-35. In addition to dynamic work areas, our fully customized two-story office space boasts a coffee bar, lounge area, large events space, library, and more!

An Insider's view of Favor

How would you describe the company’s work-life balance?

Favor truly talks the talk and walks the walk when it comes to prioritizing team members’ personal lives, mental health, and work-life balance. Favor creates opportunities for team members to relax, recharge, and focus on mental health and overall wellness.

Amanda Going

Account Executive, Sales

What does your typical day look like?

I appreciate that I have the flexibility to switch it up and work in the office some days and work from home others. No matter where I’m working, I spend my days coding, collaborating on projects, and connecting with my peers!

Shruthi Krish

Software Engineer II

How does the company support your career growth?

I’ve been lucky enough to pivot my career from Sales to Product Management and even luckier to have been able to do that at Favor. I couldn’t think of a better place to foster the foundation of my career as a PM than among such a unique and caring group of product leaders!

Demi Young

Product Manager

How do you make yourself accessible to the rest of the team?

I’m a HUGE believer in the power of 1:1s, and the importance of keeping a regular check-in on the calendar with my team members. If we are able to have that baseline of consistent, reliable check-ins, I find that my team members are more comfortable reaching out and scheduling additional time with me if they need it.

Kim Klask

Director, Engineering

What makes someone successful on your team?

Favor is a healthy place for an engineer for many reasons, particularly because of the high level of trust and autonomy. There is zero micro-management, zero gate keeping, and big opportunity for high impact. A successful engineer will need to be a self starter, with a high degree of ownership in their work. 

Adam Reidelbach

Software Engineer II

What are Favor Perks + Benefits

Favor Benefits Overview

Favor is proud to offer a wide range of benefits to team members. From medical, dental, vision, and life insurance to unlimited PTO (that's actually unlimited), discounts, commuter reimbursement, and mental health support, our goal is to provide benefits to team members that enable them to have a healthy life inside and outside of work. Explore all you can enjoy as a Favor team member below!

Culture
Volunteer in local community
Join fellow team members who volunteer across Texas.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Hybrid work model
In-person all-hands meetings
We host Town Hall every other week and quarterly planning sessions called Favor Future where team members get aligned and build relationships.
Employee awards
Flexible work schedule
We have team members spread across Texas and beyond! Some work from the office, some from home, and some do a mix of both. No matter where you work, we foster an inclusive and flexible environment.
Diversity
Dedicated diversity and inclusion staff
Diversity employee resource groups
We offer a range of employee resource groups, including Somos@Favor, Moms@Favor, Femme@Favor, Dads@Favor, Black@Favor, Asians@Favor, Queer@Favor
Hiring practices that promote diversity
We hire using processes that eliminate biases against groups and individuals. We always aim to have team members as unique as the communities we serve.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Partner Guidance is a FREE benefit ALL Favor team members (medical-enrolled or not) and family members living in their household can use for help with any of life's concerns.
Transgender health care benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Child Care & Parental Leave Benefits
Generous parental leave
Favor offers generous parental leave for both birth and adoption.
Family medical leave
Adoption Assistance
We offer reimbursement of eligible expenses for adopting parents as they grow their families.
Fertility benefits
Team members enrolled in select plans have access to fertility benefits for fertility treatment.
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
We reimburse eligible commuting expenses monthly.
Free snacks and drinks
Some meals provided
Catered lunches are provided Tuesday and Thursday at our office.
Company-sponsored happy hours
Head on over to the bar at Favor HQ for drinks and good vibes every Thursday for Happy Hour. Cheers!
Onsite office parking
Mother's room
Professional Development Benefits
Lunch and learns
Learning Labs are a diverse set of skill-building classes and workshops centered around personal and professional development.
Promote from within
Mentorship program
The Favor Intern(al)ship program allows team members to develop new skill sets and interact with other teams.
Continuing education available during work hours
Customized development tracks

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