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Community Support Team Lead
Meredith
Seattle, WA, United States
Job Details - this job has expired, please see similar jobs below
Job Title Community Support Team Lead
I. Job Summary
| Major goals and objectives.
The Community Support Team Lead is responsible for Community Support team and processes, reporting and training.
II. Essential Job Functions
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Accountabilities, Actions and Expected Measurable Results
• Manages and responds to incoming consumer inquiries primarily via email, and ensures the response is within Allrecipes brand standards and service level agreement.
• Monitors and manages incoming email flow.
• Reports on feedback trends monthly (qualitatively and quantitatively), more frequently as necessary
• Creates and maintains training documentation for the Community Support team
• Participates in hiring process for the Community Support Team and ensures proper training and efficiency.
• Works to streamline Community Support processes and operations
• Works with other departments to troubleshoot technical or cooking related questions or challenges.
• Provides weekly, monthly and ad hoc reports on consumer comments and data.
• Conducts Weekly 1:1’s with support team members
• Escalates team concerns and roadblocks to manager
• Maintains check list of requests ensuring open items are worked on and closed.
• Manages Community Support Team workflow
• Ensures Community Support team is trained on new features, and provides them with constructive performance feedback
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III. Minimum Qualifications and Job Requirements| All must be met to be considered.
Education:
• 2-year degree, preferably liberal arts
Experience:
• Leading a team and/or managing people.
• Technical or website support experience
• Community support experience
Specific Knowledge, Skills and Abilities:
• High attention to detail; Excellent grammar and spelling skills; good writing skills;
• Proficiency with MS Office applications and Outlook. High level of detail.
• Must have a true desire to help people with the goal of retaining them as ongoing customers.
• Experience supervising other employees and providing peer feedback.
• Be able to think strategically and act tactically. Willing to roll up your sleeves and do what needs to be done.
• Uphold and evangelize Allrecipes core culture values and the Allrecipes brand values in every day responsibilities.
• Be a problem-solver, not just a problem alerter. Problem alerters are a dime a dozen. It is easy to sit around and point out the flaws of any system, product or organization. Allrecipes needs problem solvers. Problem solvers are the real innovators in this world.
• Be humble.
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