Customer Delight Team Leader

Austin
Operations
Full-time

A Customer Delight Team Leader is the people manager of a team of customer-obsessed, hard-working and self-motivated Customer Delight Agents who provide support to customers who use our Luxe mobile app.  As a manager, the CD Team Leader will set team and individual performance goals, will use performance metrics and reporting to drive performance and business results, will monitor customer interactions to ensure extraordinary service, and will provide consistent and on-going coaching and feedback to ensure their team is performing at the highest levels. 

Well-qualified candidates are:

    • Proven people leaders with experience managing teams of 8+ individual contributors
    • Customer service obsessives who thrive on customer service data gathering, quantitative analysis and process optimization 
    • Well organized individuals with a strong aptitude for prioritization of goals and tasks
    • Deeply empathetic individuals who can identify with customers’ issues
    • Exceptionally strong communicators, both verbal and written
    • Able to thrive in ambiguity and under pressure
    • Highly flexible in their schedules with the ability to be “on call” for their teams
    • Extremely detail-oriented
    • Technologically savvy and passionate about mobile apps
    • Intellectually curious—constantly striving for information about their team, the overall Luxe business and the industry

Well-qualified candidates can successfully:

    • Inspire a team of Customer Delight Agents to achieve their goals by providing outstanding coaching, training, and development and by rewarding and recognizing accomplishments
    • Evaluate team performance on an on-going basis and provide continuous coaching and feedback to constantly elevate performance and the customer experience
    • Assess the team’s skill levels and competencies and create development and action plans for individual Customer Delight Agents to achieve customer goals at the individual and aggregate team level
    • Deliver metrics-driven reporting to show specific progress against team and individual goals
    • Communicate with their team to ensuring that they are well informed about issues which affect them and their customers
    • Create and implement creative process optimization solutions to improve the Customer Delight function overall 
    • Lead their team through significant business growth and change
    • Exhibit exceptional interpersonal skills in even the most adversarial of customer conversations
    • Manage and resolve conflict

Well-qualified candidates have:

    • Minimum of 3 years of team management experience (8+ direct reports) with a proven track record of achieving team and individual results
    • Contact center or live operations environment experience is required
    • Familiarity with technology and mobile apps is required
    • BA / BS strongly preferred

Luxe is the first on-demand parking service of its kind. Users of the service can drop a pin on their mobile app, drive to their desired location and be greeted by a Luxe valet. We’ll ensure the safe storage of their vehicle and return upon their request.

We are a well funded, strongly backed company looking for people with integrity, character, intelligence and desire to build an amazing brand experience.