Content Team Lead

Role Details

Position type: Full-time / Permanent

Schedule: Monday - Friday, 8:00 am to 5:00 pm HN

Work type and Location: Hybrid; San Pedro Sula; You are expected to go to the office at least twice a week

Expected start date: March 30th, 2023

About The Role 

We are looking for bright, articulate, detail-oriented Team Leads with a desire to help and coach our support team to exceed our partner's expectations in a fast-paced environment. You will demonstrate key characteristics such as responsibility, reliability, product knowledge, leadership (leads by example), time availability, positive attitude, mentor & a good relayer. As a team leader,  you operate efficiently in this climate, maintain composure, exhibit professionalism, understand our services, and have a natural approach with associates to provide quality feedback in order to enhance quality and output. Your contribution is limitless and certainly not confined to this job description.

The best fits for our team are people who are passionate about working in an ever-changing environment where they’ll have an impact on the growth of the business. We’re looking for someone who is process-oriented, drives results, and loves leading and encouraging others.

You'll Be...

• Monitoring the team’s daily activities on Asana to ensure efficiency and effectiveness, while identifying and communicating trends/live bugs to the team
• Distributing daily tasks to associates in the most effective way possible
• Managing, developing, and mentoring a fast-paced team of technical associates who will work on customer setup, website data entry, and content moderation projects
• Assisting your team during production hours, as needed
• Providing thoughtful results to complex situations while minimizing the customer’s effort in topics such as: Adding menus, alerts, links, general settings, and flexible content
• Auditing the partner's sites for potential quality and content issues
• Handle every task, or project with the utmost professionalism and friendliness, ensuring that the people contacting us feel great about the partner
• Working on VIP accounts of high-value customers
• Leading regular team meetings, workshops, or huddles in addition to keeping regular 1:1s with each of your associates that cover both development goals and coaching on areas of improvement
• Maintaining a positive environment through engagement activities
• Participating in the hiring process by helping to identify and select ideal candidates according to the program’s needs
• Ensuring that the team is equipped with the tools necessary to complete their job
• Building and maintaining the team’s schedule to ensure appropriate coverage 
• Utilizing partner tools and resources to keep a pulse on your team’s performance
• Working with People Operations on associate performance issues and disciplinary action reporting
• Assisting associates with general inquiries around tasks, procedures, and policies through various channels to ensure high-quality and accurate information is provided to customers
• Reporting and assisting with incident response during outages/incidents, communicating and providing our internal teams with info that we’re getting first-hand from our team
• Monitoring production levels for each associate 
• Ensuring your team is performing according to KPIs
• Displaying valued insight, metrics, and callouts through Business Reviews
• Identifying, and executing key initiatives that will help improve the level of support we’re providing and make your team’s job more rewarding
• Helping establish processes and procedures with the growing business of the partner by developing an understanding of the process, the partner’s product, and support interactions
• Be the point-of-contact for the team with the partner's content team for regular partner communication, but also when a situation arises
• Communicating and ensuring PartnerHero and the partner's policies are understood and complied with
• Being able to evolve within the role as changes occur
• Helping onboard new team members and clarifying escalation paths for nuanced product support
• Identifying gaps in training and resources; helping close those gaps directly or in partnership with other team members
• Building out documentation and knowledge base articles for a variety of processes, and products when necessary
• Receiving training on new product releases to ensure the team is up to date
• Conducting QA, coaching sessions, and side-by-side feedback (plug-ins), and developing action plans to ensure we meet team metrics as needed

What You Bring To The Table 

• +2 years of advanced experience in technical customer support + leadership experience
• Strong written and spoken English proficiency
• Excellent time management skills (multitasker) and ability to meet deadlines reliably
• Data background and knowledge
• Self-motivated, precise, detail-attentive, and has a desire for continuous learning
• Strong communication, project management, and interpersonal skills
• Ability to work in a fast-paced environment
• Passionate about creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectations
• Product mastering, learning all of its nuances, and keeping up-to-date with the latest updates and policies
• Acts as a subject matter expert on all things related to the partner as well as industry-relevant topics, and displays a deep understanding of the customer's day-to-day, industry needs, pain points, and motivations
• Is considered a Core Value Ambassador - displays each of our core values proficiently

What We Provide

• Full-time with the potential for overtime if requested by the partner
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Why PartnerHero?

PartnerHero is a mission-driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Loom. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits but also values inclusion, belonging, and opportunity. 

Read more about our Core Values and story here.

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