AllTrails is the most trusted and used outdoor platform in the world. We help people explore nature with hand-curated trail maps along with photos, reviews, and user recordings crowdsourced from our community of millions of registered hikers, mountain bikers, and trail runners worldwide. AllTrails is frequently ranked as a top-5 Health and Fitness app and has over a million 5-star app reviews. We were Apple’s App of the Year in 2023!
We are seeking a Customer Support Team Lead (Temporary Contactor). In this role, you will manage a team of agents, use technology and processes to solve customer pain points, and help enhance the quality of our product. You will identify and mitigate risks, monitor and improve key performance indicators, and communicate clearly with cross-functional and executive stakeholders. You’ll also collaborate closely with Product, Engineering, Marketing, Analytics, and Data Operations, and will report to the VP of Operations. This role has the potential to become a full-time employment opportunity after 6 months.
Every day, we solve incredibly hard problems so that we can get more people outside to have healthy, authentic experiences and a deeper appreciation of the outdoors. Join us!
What You’ll Be Doing:
- Delivering an exceptional customer experience to our global community of 65M outdoor enthusiasts
- Leading a team of in-house agents to deliver core customer support and managing an external contractor team that provides additional flex support
- Adopting and implementing innovative technologies such as generative AI to enable a better self-service digital experience and maintain a high-quality and low-friction customer experience
- Analyzing data and reports to identify major themes early and create solutions that help solve customers’ pain points
- Measuring, tracking, and communicating key performance metrics such as SLAs and CSAT to measure the success of our customer support program
- Fostering a culture of compassion and high performance that reflects our core values
- Excellent written and verbal skills; ability to explain complex concepts in a simple manner. Part of this role will include ticket work, JIRA ticket creation, and customer communication.
Requirements:
- 3-7+ years of experience in a customer support function or in a function related to customer support, with 2-3+ years of people management experience
- Experience using Zendesk or comparable ticketing systems to help customers, identify insights, measure performance, calculate ROI, and form recommendations
- Experience scaling programs across countries and implementing and improving multi-language support
- Experience collaborating closely with Senior Leadership as key stakeholders and providing clear and consistent updates through meetings and reports that drive measurable business outcomes
- Hardware that meets the company’s IT security standards (you will need to install a read-only OSQuery to ensure hard-drive encryption and antivirus software are enabled before accessing our network, compatible with MacOS 11 or Windows 10 + 64-bit or higher only)
- 40 hours/week during normal business hours