Team Lead - Support at Favor

| Austin
Sorry, this job was removed at 6:03 a.m. (CST) on Wednesday, August 11, 2021
Find out who's hiring in Austin.
See all Operations jobs in Austin
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.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • RedshiftDatabases

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.

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. Especially with all of the challenges that last year brought, Favor created even more opportunities for team members to relax, recharge, and focus on mental health and overall wellness.

Amanda Going

Account Executive, Sales

How has your career grown since starting at the company?

Even after all these years, it’s amazing to know that career growth is really not just a bullet point at Favor, but an actual focus where steps for professional and personal development are provided from day one. I’ve only seen Favor’s dedication to career growth grow since the day I joined the team.

Arielle LaGuette

Sr. Manager, Sales

How do you empower your team to be more creative?

Open communication and continuous collaboration amongst team members are critical components to unlocking creativity and driving success. At Favor we value everyone’s input and perspective and know that our diversity and desire to constantly test, learn and improve helps us deliver our most impactful and creative work.

Matt Schmertz

Director, Integrated Marketing

What are Favor Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Stocked Kitchen
Happy Hours
More Jobs at Favor27 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Content
Operations
new
Austin
Marketing
new
Austin
Content
new
Austin
Developer
new
Austin
Marketing
new
Austin
Developer
new
Austin
Operations
new
Austin
Developer
new
Austin
Developer
new
Austin
Data + Analytics
new
Austin
HR + Recruiting
new
Austin
Developer
new
Austin
Design + UX
new
Austin
Operations
new
Austin
Operations
new
Austin
Data + Analytics
new
Austin
Data + Analytics
new
Austin
Finance
new
Austin