Job Description

The Customer Success Team Lead will play a key role in helping shape and implement an outstanding user experience for CatholicMatch members and their interaction with the customer success team. This position reports to the Marketing and Sales Manager and will work closely with other departments and senior management.  

This position is focused on developing a team of Customer Success Team members who embrace the importance of their work as the public-facing representatives for CatholicMatch with a goal of creating loyal and delighted users. 

RESPONSIBILITIES INCLUDE:

• Responding to customer ticket submissions and handling any escalated customer issues.
• Coach and develop Customer Success Team members in all areas of performance including metrics and behaviors.
• Audit user interactions, observing performance, techniques and application of guidelines and procedures.
• Evaluate quality, track results and provide coaching for increased success.
• Continual development of SOPs related to improving processes and how to increase efficiency and user satisfaction.
• Complete performance reviews and assist with the interviewing process for new Customer Team hires.
• Work collaboratively with the Marketing Manager to understand how the brand voice is best applied throughout every touch point a user will have with customer service.

THE IDEAL CANDIDATE WILL HAVE:

• 3-5 years of relevant experience.
• Mastery of Zendesk or similar customer service software that will allow for fast onboarding to Zendesk.
• A demonstrated understanding of the Catholic market.
• Strong sense of ownership.
• A technical aptitude (basic HTML)  and ability to work closely with development teams. 
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced and changing environment. 
• High EQ, and an inherent understanding of patience and empathy.

Available shifts and compensation: We have available shifts all days of the week. Compensation depends on your experience.

About CatholicMatch.com : CatholicMatch.com is looking for an individual to join our team. Our ideal candidate is self-driven, motivated and trustworthy. Learn more about us at CatholicMatch.com.

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