Account Management Team Lead

About Us
A little about us: we connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.

We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.

The Role
The individual filling this role will lead an important support team of Account Managers, supporting one of our largest fintech expense reporting and reimbursement partners. A successful candidate will be able to demonstrate an exceptional commitment to customer service while effectively leading a team that embodies our commitment to deliver Account Manager chat support of polices, procedures, guidelines, and troubleshooting workflows for our partner’s customers and users.  This candidate must earn the trust of our partner that offers an expense management system for personal and business use cases.  This candidate will be expected to interact and work collaboratively with program leadership and partner success teams in order to offer the best service possible to our partner and their customers.

What You’ll Do:

• Provide team oversight in relation to incoming chat volume by being available as a resource and subject matter expert
• Ensure team members follow policies, procedures, and escalation and transfer workflows to ensure workflow resolution
• Act as a resource to assist associates in troubleshooting situations involving dissatisfied customers, and advise when such issues should move to the next level of support
• Proactively collect, compile, generate, and create various documentation and reports, including those generated by the team related to customer feedback, insights, and play performance
• Guide team members through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their customers related to the vast array of products and services our partner provides
• On occasion, work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other leadership related matters
• Achieve and maintain individual and team performance by ensuring your associates and team meet or surpassing key performance indicators and metrics as they are established and deployed on the program; minimum KPI performance is required
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and provide ad hoc support for program specific projects, products, and production queues each week; minimum hours in production required

What We Expect From You:

• A minimum of 1-2+ years of experience serving as a frontline operations leader for a contact center chat or omni-channel based program
• Proven ability to hold frontline associates accountable and drive performance and engagement through effective, recurring, and well documented coaching and mentoring
• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer impacting issues and to know when something requires key stakeholder visibility
• Skilled at explaining factors associated with fintech or SaaS platforms, and providing guidance and feedback to frontline associates
• Confident and collaborative communicator with contact center team lead and chat or omni-channel support experience
• Heavy reliability on people skills and proficiency for decision making
• Ability to maintain composure and focus under pressure
• Strong understanding of meeting service levels, adherence, and KPI expectations without compromising the customer experience; must be skilled in coaching to performance to drive associate KPI achievement
• Excellent multi-tasking and time management skills; Punctuality and adherence to schedule experience required
• Infectious ambition, positivity, and engagement, and the desire to provide support to software users within the financial space and industry
• Proven ability to create and maintain associate engagement, morale, infectious reward and recognition, and effective leadership of virtual teams
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI compliant workspace; Reliable high speed broadband internet access is required

• 3+ years of leadership experience working in a contact center environment, with a proven track record to coach, mentor, and develop frontline associates
• Experience leveling up new teams in order to meet or exceed performance expectations
• Proven ability to identify a need or objective and strategically work to find a solution through available resources, creativity, collaboration, and teamwork
• Experience supporting software as a service, particularly those involving financial technology, scripted workflows, technical troubleshooting, and multi-tasking between multiple programs and interfaces
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Previous work experience delivering and owning new hire training or nesting for newly hired employees and associates
• Proven ability to demonstrate flexibility and agility for newly launched products and teams
• Helping others in times of need comes second nature

What You’ll Get In Return:

• Competitive Base Salary
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture Is At Our Core
Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].