Customer Care Team Lead Toronto, Onoperations - Tonal

Tonal

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Who We Are
Tonal is the smartest home gym and personal trainer. It has completely revolutionized the way people work out at home, with its sleek design and advanced A.I. technology.

We've united a diverse team of experts and decades of research to reinvent strength training, making it more efficient, more effective and more engaging.

With this in mind, we want to bring that same innovative approach to the workplace. At Tonal, we continue our shift of emphasis by growing our instrumental team. We collectively weave our knowledge and creativity, as we redefine the future of fitness. We are passionate about building products that transform lives, and building teams that transform the status quo. Together, we can be our strongest.

Overview
This position is based in Toronto, Canada and requires onsite work at our Toronto office 2-3 days per week.

What You Will Do:

Oversee support channels and maintain our SLAs. Our Customers come first
Manage, lead, train and develop advocates specifically around call management, quality, absenteeism and behavioural growth
Support the daily activity of Advocates and Coordinators. Field questions, ensure we stay ahead of any experiential issues, track daily tasks, and support Customer Accounts
Engage the team as the SME in all aspects of Tonal. Whether that be Order Management, Installation, Troubleshooting, or workflow best practices and service experience
Supervise project assignments provided by leadership to bolster customer care initiatives
Monitor, develop, and implement team best practices to increase productivity, quality, and CSAT
Communicate gaps and recommendations relating to training, documentation, workflow, and process to stakeholders. Identify trends across the team and individuals
Recognize and escalate high priority issues for manager visibility and keep stakeholders updated on recommendations early and often
Prepare and assist with Customerfocused initiatives such as proactive outreach campaigns, beta programs, and VoC deep dives
Take ownership of customers issues and follow problems through to resolution
Provide support to all other departments with customer service and related issues
This position includes some oncall work, including nights and weekends

Who You Are:

24 years working in a call center or Customerfacing environment
12 years working in a people leader role
Experience with holistic support organizations and can speak to how Training, Content, Quality, and Operations work together to deliver white glove service
You are a creative thinker with strong problemsolving skills
Ability to multitask, prioritize, and manage time effectively in a demanding fastpaced environment
Demonstrated ability to coach and motivate a team
You are detailoriented and possess great verbal and written communication skills
You communicate early and often, proactively sharing progress updates and flagging challenges; you lead by example
You have a positive attitude and put the Customer Experience first

Extra Credit:

Experience supporting products that deliver hardware, firmware, and software
The range of base salary for the position is between $80,000 $87,000 CAD plus equity and benefits. We take into consideration an individual's background, experience, and location in determining their salary. This role is also eligible for health insurance, retirement savings benefits, life insurance and disability benefits, flexible paid time off, parental leave, and other additional benefits.