Team Lead | Customer Service  

About the Company

Code Ninja houses 3 different US-based tech startups. This role will be assigned to our youngest startup - Veterans Home Access or DD214 Direct. It is a technology first company dedicated to helping veterans and military families retrieving their government records. We aim to be the change these veterans need in getting their benefits faster.

Who You Are

We are looking for a people manager to develop a diverse group of team members to uphold the level of standards of the company without compromising customer satisfaction. This leadership position is responsible for providing quality and efficient customer service through the daily management of a team of employees to include screening, motivating, recognizing, and rewarding, coaching, counseling, training, and problem-solving.

Additionally, you will be responsible for assisting our US counterparts with process development, KPI analysis, and implementation of staffing, training, including reward/recognition programs.

What You Do

• Create an inspiring team environment with an open communication culture
• Set clear team goals in support of business objectives
• Oversee day-to-day operation - ensuring staffing levels and deliverables are met
• In charge of resolving escalations and complex issues
• Monitor team performance and report on metrics
• Discover training needs and provide coaching
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize and utilize high performing team members
• Uplift the performance of team members not meeting goals through specific action plans
• Design sustainable rewards or compensation programs to drive performance

• In-depth knowledge of performance metrics
• Abreast with operational processes
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills
• Data analytics (forecasting, planning, etc.)
• Experienced in sales or upselling
• Knowledge with Zendesk is preferred but not required
• At least 2 years of experience in leading a team