Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2
At Rivo we are in search of a Fortify Workforce Lead (LATAM) to enroll in our crew.
Complete-time · Faraway (LATAM)
Who we’re
Rivo is a loyalty and referrals platform for Shopify created to power income and retention. We’re a crew of ~12, scrappy, fast-acting, growth-minded individuals who love to GSD. Our crew brings revel in from Shopify, Airbrake, InVision, Github, Amazon & Shogun.
We are a completely distant crew unfold throughout 8 international locations and 11 towns. This place is 100% distant.
In regards to the task
Because the Fortify Workforce Lead, you’ll be accountable for managing and mentoring a crew of purchaser strengthen representatives primarily based within the Philippines. Your number one targets are to make sure well timed and efficient factor solution, improve visitor pride, and power the number of 5-star opinions from our consumers. This position calls for management abilities, a customer-centric mindset, and the power to thrive in a fast paced, distant paintings atmosphere.
What You’ll be able to be doing
- Workforce Control:
- Lead, mentor, and arrange a crew of purchaser strengthen representatives.
- Set transparent efficiency expectancies and supply common comments.
- Habits efficiency reviews and increase growth plans as wanted.
- Buyer Fortify Operations:
- Oversee day by day strengthen operations to make sure suggested and correct factor solution.
- Ensure that the crew adheres to established SLAs and KPIs.
- Buyer Pleasure:
- Enforce methods to improve visitor pride and loyalty.
- Pressure tasks to gather and building up the collection of 5-star opinions from consumers.
- Collaborate with operations and product to get to the bottom of complicated visitor problems and support general visitor revel in.
- Reporting and Analytics:
- Generate and evaluation stories on crew efficiency, visitor pride, and price tag solution.
- Use data-driven insights to optimize strengthen processes and reach objectives.
- File key metrics and insights to senior control.
- Coaching and Construction:
- Determine coaching wishes and prepare common coaching classes for the strengthen crew.
- Keep up to date on product options, business tendencies, and absolute best practices to make sure the crew is well-equipped to help consumers.
{Qualifications} & who you might be
- Confirmed revel in in a visitor strengthen or crew lead position, ideally in a SaaS, Shopify or tech atmosphere.
- Robust management and crew control abilities, with a observe report of using crew efficiency.
- Superb conversation abilities in English (each written and verbal).
- Buyer-centric mindset with a focal point on turning in outstanding customer support.
- Skill to paintings throughout versatile schedules and timezones
- Skill to research information and use insights to power efficiency enhancements.
- Revel in running in a distant atmosphere and managing distant groups.
- Familiarity with strengthen equipment like Zendesk, Intercom, or an identical platforms.
- Scrappy, rapid and resourceful
- Self-driven with an entrepreneurial means and skill to paintings autonomously with restricted steerage / supervision
Advantages
- Totally-remote.
- Irrespective of the kind of contract (worker or advisor), there’s a assured minimal of 18 days off in line with 12 months.
- Freedom to paintings the place you are the happiest and be part of a crew that cares about your good fortune and well-being.
Issues we steer clear of
Do you wish to have to enroll in our crew as our new Fortify Workforce Lead (LATAM)? Then we would love to listen to about you!
