*Senior Lead - Support

POSITION: Senior Lead- Support - Seasonal 
LOCATION: All-Sites
DEPARTMENT: Operations
SALARY GRADE: 7 - starting wage is $16.50/hr and may change based on merit, tenure and geographic location
REPORTS TO: Support Supervisors

Job Description: Why you and why us?

We are seeking a Senior Support Lead to manage the day-to-day operations of our Marketing and Call Out teams, ensuring the highest level of customer satisfaction. You will be responsible for monitoring service levels, driving process improvements, and working with associates to effectively resolve internal and external customer issues. Your input will be key to developing a high-performing support team. 

As a Senior Support Lead, you will serve as a coach and mentor to a team of associates, guiding them toward successful issue ownership and resolution. Critical to your role is the daily monitoring of team volume and work assignments and ensuring overall service levels consistently meet performance standards. You will be responsible for managing issues and delivering timely outcomes for both our internal and external customers. Key to your success is the ability to collaborate with other departments and business partners to manage process improvements and navigate system changes. 
 

Job Duties: Our commitment to our customers 

• Solve the problem efficiently: Quick with quality

• Make it personal: Take ownership

• Inspire customer loyalty: Give them a reason to come back

• Listen Carefully: Be attentive

• Empathize and show effort: Because we care

Develop a People First culture that allows associates to grow and succeed.

Essential Functions:The nuts and bolts

• Develop a People First culture that allows associates to grow and succeed 

• Highly organized and detailed-oriented; ability to be flexible and handle simultaneous moving parts with a sense of urgency 

• Be a visible and accessible resource for Associates including answering product-related questions, clarifying SOPs, and providing guidance as needed 

• Ability to embrace change with a great attitude and be comfortable with ambiguity 

• Ability to take initiative and work independently. 

• Ability to build and maintain internal/external partnerships 

• You take ownership during challenges 

• Lead through example by performing department tasks safely, correctly, and quickly; demonstrating integrity and acting in a responsible and accountable manner 

• Monitor potential performance and coaching opportunities 

• Establish and maintain effective relationships with associates, peers, and managers within the organization 

• Perform other duties as assigned 

Qualifications: What you need to apply

• Must have 6 months of WSI Care Center experience.    

• Ability to work effectively and cooperatively as a team with other associates, supervisors, and managers 

• Demonstrated flexibility, adaptability, independent decision-making skills, and effective problem-solving skills 

• Working knowledge of computers, Internet, and Microsoft Office applications 

• Strong communication (verbal and written) and the ability to foster open communication between assoc

Important Facts:

• This is a Seasonal, Full Time, non-exempt level position requiring a 40-hour schedule
• Hours and schedule - Tuesday- Saturday 8am- 4:30pm PST

• TO APPLY: Interested candidates should complete the application through the internal job board. It is a requirement that any associate applying for this position be meeting or exceeding all essential functions and may not have received any level of progressive counseling greater than a verbal warning within the past six months. Applicants must have the minimum required work experience for the position, as stated in the job posting.
  
  Have questions? Feel free to reach out to the Recruiting team - [email protected]
   

APPLICANTS MUST MEET ALL ESSENTIAL FUNCTIONS