Headquarters: ROWLAND HGHTS, California, United States
URL: http://www.photoboothsupplyco.com
USA BASED CANDIDATES ONLY – Learn beneath for a listing of eligible states
At Photobooth Provide Co, we’re on a mission to assist entrepreneurs succeed—and our assist staff is on the coronary heart of that objective. We’re searching for a Tier 1 Workforce Lead to information and encourage our Tier 1 Technical Help staff. On this position, you will mix your technical experience, management abilities, and customer-first mindset to make sure our shoppers obtain quick, correct, and empathetic assist.
That is greater than only a assist position—it is a management alternative to drive excellence, mentor a passionate staff, and elevate the shopper expertise at each flip.
What You will Do:
- Lead the Tier 1 Workforce
- Help, coach, and information Tier 1 Buyer Advocates in resolving buyer points throughout software program, {hardware}, and account-related subjects.
- Guarantee staff adherence to SOPs, ticket high quality, and well timed decision of inquiries by way of Zendesk, calls, and chat.
- Conduct common 1:1s, present suggestions, and assist staff members in attaining their KPI targets.
- Oversee CX RMA workflows to make sure environment friendly and well timed decision of {hardware} returns, replacements, and guarantee claims.
- Function the escalation level for complicated RMA instances, coordinating with cross-functional groups (Logistics, Engineering, CX).
- Determine patterns or recurring points in RMAs and collaborate with inside groups to cut back quantity and enhance processes.
- Excel in Efficiency
- Meet key metrics equivalent to ticket dealing with occasions and CSAT.
- Analyze tendencies and proactively deal with areas for enchancment.
- Assist the staff handle each day assist queues.
- Elevate the Buyer Expertise
- Present technical assist and handle escalated tickets, modeling best-in-class assist.
- Ship empathetic, solution-oriented experiences that construct belief and buyer loyalty.
- Guarantee clients obtain clear, concise, and actionable data at each step.
- Collaborate Cross-Functionally
- Accomplice with Tier 2 Tech, Logistics, Engineering, and CX management to floor bugs, enhance workflows, and improve buyer success.
- Help in onboarding, coaching, and documentation updates for Tier 1 and RMA procedures.
We’re searching for candidates who’re capable of work the next time shift:
Sunday – Thursday, 9AM – 6PM Pacific Time
Please verify availability for this shift. Functions with out schedule affirmation is not going to be thought-about.
Necessities
✅ What We’re Trying For:
- 3+ years of expertise in technical assist, with 1+ years in a staff lead or administration position.
- Expertise managing SLAs, assist processes, and technical escalations.
- Confirmed means to coach staff members, execute processes, and maintain staff members accountable to targets.
- Wonderful English language written and verbal communication abilities—capable of simplify technical particulars and ship considerate, empathetic service. Do you admire the Oxford comma? So can we!
- Sturdy organizational abilities and talent to juggle priorities in a fast-paced, distant setting.
- Comfy utilizing instruments like Zendesk, Google Workspace, and inside SOP documentation.
- Candidates who’ve robust opinions on one of the best Zelda sport within the franchise.
⭐️ Bonus Factors For:
- Familiarity with picture sales space gear, pictures gear, or event-based tech.
- Expertise in {hardware} troubleshooting, logistics coordination, or distant staff management.
✨ Why Be part of Photobooth Provide Co?
Photobooth Provide Co builds progressive picture sales space {hardware} and software program that empower entrepreneurs to construct thriving companies. Because the Workforce Lead for Tier 1, you will have a direct hand in shaping the assist expertise for our clients whereas nurturing the expansion of your staff. You will be becoming a member of a people-first, product-passionate firm that is as devoted to your progress as we’re to our shoppers’.
Prepared to steer with coronary heart, readability, and objective?
We will not wait to fulfill you. Apply now and assist our picture sales space house owners shine!
Should stay in one of many following states:
- Arizona
- California
- Colorado
- Florida
- Georgia
- Illinois
- Montana
- Nevada
- New Hampshire
- New York
- North Carolina
- Oregon
- Pennsylvania
- Rhode Island
- Texas
- Utah
- Virginia
- Wyoming
Advantages
🏥 Well being Advantages
👴 401K for California Based mostly Workers
📚 Schooling Stipend
💻 Distant Work
💰 Bonus Plan
🏝️ Annual Retreat
✈️ Beneficiant PTO and Vacation Schedule
💼 Quarterly Monetary Conferences
📊 Open E-book Administration
💪 Intimate Workforce
🧑💻 Work from House Stipend
To use: https://weworkremotely.com/remote-jobs/photobooth-supply-co-cx-technical-support-advocate-tier-1-lead
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