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Overnight Customer Experience Team Lead - Lincoln, NE #7724329

Company: Spreetail

Date: 11/22/2020

City: Lincoln, NE

Employment type: Full-time

Spreetail is an ecommerce company that connects brands with customers wherever they love to shop online. We delight our customers every day by putting our technology, marketing, and supply chain to work for them behind the scenes. Born and raised in Lincoln, Nebraska, Spreetail has grown into offices and fulfillment centers in 8 cities across 6 states.


The Customer Experience department creates a positive shopping experience through expert guides, swift solutions, and quality interactions. The goal is to make sound decisions that propel the business, sprint efficiently, and unlock the talent of our team.


As an Overnight Customer Experience Team Lead, you will:



  • Be responsible for coaching/developing our team, driving culture and performance success, and addressing any team health concerns directly as they come.
  • Empower our talented team members to challenge and develop one another through consistent authentic and genuine feedback.
  • Set clear expectations and recognize and reinforce outstanding performance, while consistently addressing issues relating to those expectations.
  • Engage in day-to-day operations of the Customer Experience organization.
  • Be responsible for the team providing exceptional and efficient customer service, and for the daily management of the Overnight team.
  • Be engaged, taking complicated supervisor calls, walking the floor, shadowing, giving feedback on call, email, and essential task performance, and holding people accountable to their shift, responsibilities, and commitments.
  • Drive effective decision-making and financially responsible mindset across team by constantly ensuring we are protecting our profitability while delivering a best-in-class customer support experience and constantly identifying coaching opportunities for our team, our processes, and our business partners.
  • Responsible for coaching, scoring and development of team members regarding Quality Assurance, collaborating with the QA team to drive exceptional voice tone and email response quality. Spending a minimum of 50% of your time with our team members, shadowing team on phones and emails, providing intentional feedback, and driving operational efficiency and growth across the entire team.

Who you are:



  • Bachelor's degree or equivalent experience in business, marketing, or other related field
  • 2+ years relevant leadership experience in a customer success, service, or engagement
  • Outstanding communication and relationship building skills
  • Ability to be successful in an emerging role and department with strong ability to define and establish new process
  • Data driven mentality with the ability to transform findings into actionable results
  • High Proficiency with Microsoft Office, Excel, Word
  • Ability to work across the organization to produce results
  • Intentional about spending the extra time and effort to ensure the accuracy and effectiveness of our communication and change management.
  • Able to see the long-term implications of the decisions made.
  • Adaptable: Change is constant across all marketplaces, flex quickly and efficiently.
  • Analytical: Visualize, articulate, and conceptualize complex data and problems to make decisions.
  • Able to set a long-term plan and continuously prioritize and move toward that plan.
  • Influential: Effect the behavior and outcomes that other people need to change/improve. We must all be effective agents of change. This means challenging the status qua and always pushing to be better.
  • Tenacious: Constantly strive for perfection and don't settle for ok.
  • Able to intentionally show up every day to constantly strive to elevate one another, our team members, our processes, as well as our team culture.
  • Always take responsibility, every time, no matter the circumstances.

Benefits



  • Unit Appreciation Rights: Up to 5% of yearly salary; based upon company and team performance
  • Company Bonus: Up to 5% of yearly salary; based upon company and team performance
  • Health Insurance: Spreetail offers two plans:
  • Aetna PPO: Spreetail covers 100% of premiums for employees and 50% for your spouse and dependents included on the plan.
  • Aetna HDHP HSA Plan: Spreetail will contribute $500 to an HSA for an employee-only plan or $1000 for your spouse and dependents included on the plan.
  • Dental Insurance: Spreetail will pay half of the dental coverage for you/spouse/family plans
  • 401k: Spreetail partners with ForUsAll to provide the opportunity to invest in your future with pre-tax and post-tax plan options
  • Paid Time Off: untracked time off
  • Wedding Week: Enjoy an additional 5 paid days off before or after your wedding
  • Creating a Home: After 2 years of employment, Spreetail will give you $5,000 when you buy a home
  • Year 3 Vacation: After 3 years of employment, you will be eligible for an all-inclusive vacation
  • Year 5 Sabbatical: After 5 years of employment, you will be eligible for a 2-week paid sabbatical
  • Donation Matching: Spreetail will match your donation dollar for dollar, up to $250 a

year and up to $1,000 if you've been here for 5 years



  • Community Involvement: Spreetail encourages employees to take time off for volunteer opportunities throughout the year, including a semi-annual volunteer week in every community we serve
  • Product Discount: Enjoy a 20% discount on the products we sell

Equal Opportunity Employer


Spreetail is an equal opportunity employer that hires based on stellar qualifications, positive attitude, and exemplary work ethic rather than factors like age, gender identity, race, nationality, religion, or sexuality.


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