Critical Response Team Supervisor
2 weeks ago
This is a critical leadership role within a fast-paced team.
About the RoleThe team provides quick and empathetic support to customers during critical moments, helping impacted users by investigating urgent incidents and taking decisive action to secure accounts.
Your Impact In Role- Lead, coach, mentor, and motivate a team navigating sensitive cases in a fast-paced environment to deliver on operational key performance indicators (KPIs) and Service Level Agreements (SLA)
- Employ critical thinking, emotional intelligence, and creative problem-solving skills to help employees navigate sensitive cases and high-severity safety concerns
- Provide oversight for escalated requests across our lines of business, challenging yourself and your team to solve the most complicated and interesting problems our users face
- People management or leadership experience, including developed skills in dispute resolution, training & development, and reporting
- Experience in a high-volume, fast-paced customer-facing role; safety support experience preferred but not essential
- Strong communication skills, including the ability to listen effectively, confidently express opinions, and present effective written communication to varied audiences
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