Customer Service Team Lead

Remote; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity/Stock options

Medical/Dental/Vision coverage

Transportation coverage (parking, ride

Weekly catered lunches / snacks

Company gear & swag

Job summary

Promenade is a mission-driven company empowering local businesses with software solutions to thrive online and offline. We are seeking a Customer Service Team Lead to oversee a team of eight offshore representatives and ensure exceptional support for our customers and partners.

As a product evangelist, you will drive improvements, coach teams, and collaborate with other departments to resolve issues quickly and deliver top-tier service in a fast-paced, global startup environment.

Qualifications

• Experience managing a customer service team.
• Passionate about serving small businesses and startups.
• Tech savvy with Zendesk, Salesforce, Confluence.
• Excellent written and spoken communication.
• Friendly, optimistic, and calm under pressure.
• Experience with customer service across phone, email, and chat.

Responsibilities

• Lead and motivate a team of 8 offshore representatives to deliver exceptional service.
• Handle complex customer inquiries and provide timely solutions.
• Monitor team performance, set goals, and coach regularly.
• Identify opportunities to streamline processes and improve efficiency.
• Collaborate with other departments for seamless communication.
• Analyze customer issues and implement effective resolutions.
• Act as product evangelist promoting Promenade products to customers and partners.

Skills

Team leadership

Customer service

Performance management

Process improvement

Collaboration

Problem solving

Product evangelism

Tools

Zendesk

Salesforce

Confluence

Job description

Who we are looking for...

Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Service Team Lead. We are seeking a dynamic and experienced Customer Service Team Lead to oversee our team of 8 offshore representatives. As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Specifically, you will…

• Team Leadership: Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service.
• Customer Support: Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
• Performance Management: Monitor team performance, set goals, and provide regular feedback and coaching.
• Process Improvement: Identify opportunities to streamline processes and improve efficiency within the team.
• Collaboration: Work closely with other departments to ensure seamless communication and collaboration.
• Problem-Solving: Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently.
• A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

What’s in it for you...

• Equity/Stock options in a profitable and rapidly growing company
• Great Medical/Dental/Vision coverage
• Transportation coverage in the form of parking, rideshare, or metro credit
• Fully stocked snack bar & weekly catered lunches
• The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
• Ability to mold your career and make an immediate impact
• Work in a fast-paced, fun environment with an eclectic group of people from all over the world

You will excel if you have...

• A natural people person and relationship builder
• Passionate about serving small businesses and being apart of a growing startup
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
• An excellent communicator, both in writing and over the phone
• Friendly, optimistic, and have a caring demeanor
• Adept at working well under pressure and with tight deadlines
• Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat

More about us - Promenade

Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation’s premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - Floral (BloomNation), Food (Dig-in), Beverage (Swigg), and Breweries (Bevv). The company is based in Santa Monica, CA.

Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)

Named one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”

Located one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica

Why join Promenade?

If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.