Community Care Team Lead (Remote)

Spud is looking for a Community Care Team Lead!

The role of a team lead is to train and transfer their knowledge and experience onto the rest of the team. Conduct quality assurance checks ensuring representatives are providing a world class customer experience.

SPUD.ca is an online grocery delivery business in Western Canada. We are a passionate team who believe that food touches every aspect of our lives, so we are advocates for sustainable farming practices, sourcing locally, treating animals humanely, and reducing food waste. As a Certified B Corporation since 2013, we are committed to socially responsible business practices.

Duties & responsibilities:

• Provide Real Time monitoring of the call centre system to ensure that adequate staffing is available at all times

• Support the daily activity of Community Care reps through providing supervision, leading and mentoring and training. Field questions, ensure we stay ahead of any experiential issues, track daily tasks, and support Customer Accounts

• Handle complaints and provide appropriate solutions within SLAs and follow up to ensure resolution

• Provide timely feedback to the senior leadership team regarding service issues, bug issues or customer concerns

• Create & distribute End-of-day reports

• Support staff with technical challenges, answering questions, assisting with more complex customer inquiries, etc.

• Training new hires, including conducting job shadowing sessions, tracking progress, etc.

• Monitoring staff, ensuring that agents are following deployment and are assigned to the correct duties

• Contributing to operational reports including but not limited to; staff attendance, agent statistics, customer interactions, etc.

• Organizing and updating necessary internal information

• Creating training videos and documentation

• Handle overflow of calls, emails, and chats when required

• Conduct team huddles

• Coach team members

• Additional duties as required

• Two plus years of relevant experience

• Proven work experience in customer service

• High School Diploma/GED or equivalent

• Experience with and/or understanding of call centre technologies

• Exceptional written and verbal communication skills

• Energetic, value driven with a passion for team building and development

• Strong analytical, problem solving and organizational skills

• Demonstrate self-motivation with strong ability to multi-task

• Knowledge of Microsoft Office a must including Excel, Word, One Note, Outlook, etc.

What’s in it for you?

• 20% discount on SPUD purchases

• Flexible health spending plan options and benefits available for all team members

SPUD’s approach to inclusive hiring

SPUD’s family of companies is proud to be an Equal Opportunity Employer which celebrates the diversity found within our teams. We strongly encourage people from underrepresented communities, including Indigenous and First Nations, the LGBTQ2+ community, people of colour, and people with disabilities, to consider applying. We know from experience that great talent comes in many forms, and we want to meet you at your best! Please let us know if we can provide unique accommodations that will enable your equal participation!

Our Values

Our values are more than just words to us. Our values drive our success and guide our growth:

• Create amazing customer experiences. We are passionate in our commitment to deliver for our customers.

• Lead with sustainability and consider our impact.

• Learn, grow and make time to celebrate wins together

• We welcome different perspectives. Diversity makes us stronger.

• Prioritize, work smart and deliver results for our stakeholders and each other.

• We are committed to our mission and that requires resilience, persistence and grit to persevere and succeed.