Customer Support Supervisor, Team Leads Job at Gabb, Inc.
All About Gabb
Gabb Wireless is a fast-growing and industry-leading technology company located within the Silicon Slopes in Lehi, Utah. We started in 2018 with the mission to provide a safe tech option for families within this digital age.
Here at
Gabb, our mission is threefold:
protect kids, connect families, and encourage life beyond the screen. We have created safe tech products and a cellular network all designed for children. Our products include phones, a new watch, and more products in the works.
We are a mission-driven company with a passion for people and culture. We believe in the importance of having a work-life balance and working hard and playing hard. Come join the mission!
What You'll Do
As the Team Leads' Supervisor, you will be responsible for leading and developing a team of Team Leaders (TLs) who support our amazing agents. You will partner with the customer support leadership to understand and operationalize the Gabb support strategy specific to the TLs.
As a Supervisor within Gabb's CS department, you will help define, build, and scale a world-class customer support team. Your team will develop, track and deliver against support goals, design, and strategy while implementing key initiatives focused on enhancing the customer experience.
- Continual understanding of Gabb products, platforms, policies, knowledge base, and other internal tools to provide the most effective, world-class support for our customers
- Provides guidance in skill development and knowledge by performing on-the-job coaching and development of the team leads
- Owns the individual development plans, managing performance, engagement, and participation in the team lead role
- Facilitates peer-to-peer learning in both one-on-one and group settings
- Continual development of team lead support strategies, initiatives, and processes focused on enhancing the customer and agent experience
- Promotes and engages in continuous quality improvement and quality assurance efforts for the team leads
- Ensure adherence to policies and protocols
- Coordinates support coverage with your team to ensure all support channels are properly staffed
What You'll Need
- 2+ years of experience working on or supervising support teams in a call center environment
- Deep understanding of customer support industry best practices and how to drive high-performance support teams
- Prior experience leading and developing customer support agents
- Excellent interpersonal communication and a passion for enhancing the customer experience
- Ability to be agile in environments of change
Why You'll Love Gabb
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Mission driven to protect kids and make a difference in the world
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Work-life balance with generous PTO, flexible/hybrid schedules, and more
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Generously covered insurance premiums
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Energetic and collaborative company culture (plus the coolest coworkers around)
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Fast-paced startup environment with room for career growth
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A fully stocked break room with endless snacks and drinks
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