Are you driven, results-oriented and a team player?
With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.
The Merchant Care Team Lead plays a critical role in ensuring StoreHub’s Merchant Care team consistently delivers high-quality support across all channels (chat, email, and voice) by managing real-time SLA performance, optimizing resources, and continuously improving processes. This role combines hands-on team leadership with strategic oversight to ensure service levels are met, customer satisfaction remains high, and team productivity is maximized.
What you will do:
- Real-Time SLA Management: Monitor live queues across all channels, reassign team members as needed, and ensure prompt responses to priority inquiries.
- Scheduling and Capacity Planning: Create and adjust team schedules to match demand, manage shift rotations, and update schedules based on support volume.
- Performance Tracking & Reporting: Track key performance metrics (CSAT, FCR, handling times), analyze weekly/monthly data, and identify areas for improvement.
- Weekly & Monthly Duties: Conduct check-ins, finalize monthly schedules, set goals, and address team challenges.
- Team Coaching & Escalation Management: Provide coaching, handle complex escalations, and conduct quality audits to maintain high service standards.
- Process Optimization: Continuously improve support processes for efficiency and scalability.
How you will you need to be:
- Experience: 2+ years in a team lead or managerial role, preferably in B2B or SaaS customer support.
- Technical: Proficient with customer service software and SLA management.
- Leadership: Skilled in team management, real-time queue management, and resource allocation.
- Communication: Strong English skills for team and customer interactions.
- Analytical & Organizational: Ability to interpret data, identify trends, manage schedules, and adapt to demand shifts.
What makes working at StoreHub awesome (and refreshing!):
- Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
- Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
- Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
- Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.
CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.
- Communicate for Clarity
- Humble and Hungry
- Authentic but not an *sshole
- Nimble and Quick
- Growth Mindset
- Efficiency and Excellence
We do have all the other cool perks too:- Apple MacBooks for everyone to help you do your best work
- Comprehensive healthcare benefits with our HMO Plan
- Career development and mentorship
- Cutting edge tools. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.