Team Lead - Customer Support - Remote in FL, OH, KS, NM, or MO at Bread

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As a Customer Support Team Lead at Bread, you will live and breathe customer centricity and associate engagement. You will manage the day to day operations of a Customer Support team in addition to leading specific processes for the department. The Customer Support Team Lead is fully accountable for the performance of a team of up to 15 Customer Support Associates who are serving customers via voice and email channels while also contributing to the overall SLA, CSAT and Quality performance of the department. If you are a performance driven self-starter, a leader, and an experienced Call Center pro with a positive attitude and a genuine passion for people, then this might be the role for you.

Your role at Bread:

  • Engage, coach develop, manage and motivate team members to ensure individual, team, and department goals are met on a daily, weekly, monthly and annual basis
  • Exercise effective judgment, decision making and discretion in addressing team and company needs while carrying out your duties
  • Build an excellent team and department culture by listening and being available, knowledgeable, kind, and supportive while fulfilling the requirements of the role
  • Maintain department policies and procedures, ensuring accountability to established guidelines and establish new policies and procedures as business needs warrant
  • Fulfill leadership administrative functions like staffing, scheduling, timesheet/payroll  management, time off requests, performance management, etc..
  • Interview and select team members for the department
  • Provide floor support and de-escalate customer issues, engaging cross functional resources as need to resolve existing or new customer friction points
  • Partner with internal teams like Product, Engineering, Compliance, Finance, Enablement, etc... to provide feedback and recommendations for product and process improvements
  • Fulfill weekly call monitoring requirements to ensure adherence to company policies and procedures
  • Actively participate in weekly leadership meetings bringing efficiency and effectiveness improvement recommendations and taking ownership of new processes and tasks

Must have:

  • 3+ years of call center management experience OR 6 months of exceptional performance in the Bread Senior Customer Support Associate role with a strong demonstration of people leadership aptitude
  • Ability to develop employees, strong people and process leadership skills and ability to achieve excellence through team members
  • Strong performance history, tech savvy, and proven process improvement, problem solving, and analytical skills
  • Effective verbal and written communication skills with all audience levels
  • Ability to learn Bread products, processes and systems quickly and become a trusted subject matter expert for the team
  • Ability to accept feedback eagerly, make adjustments, be accountable and work in a team environment 
  • Proven ability to multitask, prioritize and organize effectively in a fast paced environment
  • Demonstrated ability to effectively share knowledge and support others
  • Can do attitude with a passion for customers, merchants, and technology
  • Contributes to an environment that supports diversity and reflects Bread’s values
  • Availability to work a full-time schedule that includes evenings and weekends

Nice to have:

  • Bachelor Degree
  • FinTech startup experience
  • Experience in Financial Services
  • Experience supporting unsecured loan products
  • Knowledge of the e-commerce and payments landscape
  • CRM experience (Zendesk or Salesforce Service Cloud)

These positions are remote based out of Florida, Ohio, New Mexico, Missouri, or Kansas

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • Heap AnalyticsAnalytics
    • LookerAnalytics
    • PythonAnalytics
    • RAnalytics
    • RedshiftAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • UsertestingDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • DatanyzeLead Gen

Location

In the heart of the Flatiron district in between both Madison Square Park and Union Square Park.

An Insider's view of Bread

What are some social events your company does?

We love celebrating all that we can from our monthly happy hours, DI&B events to our summer/winter holiday parties. Our team is extremely thoughtful about how we gather together to ensure everyone is excited about and included in all we do. It fosters collaboration in a more strategic yet relaxed way which helps build relationships.

Britney

Head of Employee Engagement

What projects are you most excited about?

A typical day at Bread is different depending on the engineer. While some engineers enjoy more autonomy, I enjoy collaborating on projects with other engineers and coming up with great solutions together. We strike a balance between stability and innovation through code reviews and guest lectures. I feel supported in my career growth here at Bread.

John

Software Engineer

How does the company support your career growth?

Bread encourages us to empower ourselves from the very start of our careers by offering every employee a stipend to seek educational resources and support. If you envision a role we don’t currently offer, or aspire to transition internally, we aim to give you the tools needed to meet your goal.

Gaby

Recruiting Coordinator

How do you collaborate with other teams in the company?

One of the great things about working at Bread is the cross-functional collaboration with other teams. As an integrations engineer, I have not only learned how to intentionally build a product in a thoughtful manner from the Engineering and Product teams, but also how to be effective in a client facing role from our Sales and Success teams.

Wei

Integrations Engineer

What are Bread Perks + Benefits

Bread Benefits Overview

100% Paid Health, Dental & Vision
Stock Options
Flexible Vacation Policy
Team Events
Weekly Lunches
Learning & Development stipend
Bi-monthly Yoga
Bi-monthly chair massage
Life events and milestone celebrations

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
We have in office yoga once a week!
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Company sponsored family events
Bread sponsors family oriented events annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Bread offers employees professional development opportunities like annual individual budget for training, the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Bread hosts lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
We offer $$$ annually for continuing education.
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