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Assistant Relations Team Lead


Customer Service & Support

IT & Telecoms Confidential
1 month ago

Job Summary

We're in search of an Assistant Relations Team Lead who will directly report to the Assistant Relations Manager. The role involves managing Assistant Relations Specialists and ensuring high-quality responses and resolutions for assistants to meet team goals. He or she will supervise the progress of our objectives, determine the next course of action, and guarantee the well-being of the Assistant Relations Specialists.

  • Minimum Qualification: Degree
  • Experience Level: Entry level
  • Experience Length: 1 year

Job Description/Requirements

The impact you’ll make:

  • Team management and communication
    • Manage Assistant Relations Specialists on the Fulfillment team of Assistant Relations Management.
    • Serve as a liaison for communication between different departments involved in assistant communication.
    • Facilitate regular 1:1 meetings with Assistant Relations Specialists.
    • Conduct monthly individual touchbase sessions with VIP assistants.
    • Connect VIP assistants with the main points of contact (POCs).
    • Act as a liaison between Sales, Matching, and ARM departments to ensure smooth communication and coordination.
  • Response and resolution management
    • Assist the team in sending out accurate and prompt responses to the Assistants.
    • Ensure the response time and resolution time are hitting the team goals.
    • Review ticket tags and statuses to ensure all are correctly categorized.
    • Review ticket backlog to take action on either responding or resolving the ticket.
    • Provide quality assurance for responses and resolutions.
    • Hands-on escalation management by deep diving and answering the ticket when necessary.
    • Hands-on involvement for all communications, escalations, and prompt resolutions for assistants.
  • Workflow and system improvement
    • Review data to execute actions and/or projects to improve key metrics to hit our goals.
    • Create and iterate systems on Zendesk to improve workflows and automation.
    • Create and develop policies to improve workflow and automation.
    • Understand weekly reporting of key metrics.
    • Follow through on miscellaneous duties and initiatives required for Assistant Relations Management's success.
  • Your performance will be evaluated based on several metrics, including:
    • Ticket Response Time
    • Ticket Resolution Time
    • Ticket backlog
    • Accurate ticket tagging
    • One touch tickets percentage
    • Per ARM member metrics
    • NPS from the VIP assistants
    • VIP Assistant Feedback
    • Resolution time for pay issues

Required Experience:

  • Highly proficient in utilizing Zendesk Support or comparable software.
  • Demonstrated experience in a formal or informal leadership position for a minimum of 1 year.
  • Proficiency in Zendesk Support or similar customer support software.
  • Strong customer service skills.
  • Experience in coaching and mentoring.
  • Ability to handle escalated customer issues.
  • Knowledge of policy development.

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