Team Lead (with French and English Proficiency) at PartnerHero

The Role:

• At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. 
• This role requires proficiency in the French language (speech and written). As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team.  You will also be responsible for production and metrics related to production. (estimated 50% of the time). 
• You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. 

This is a REMOTE ROLE.

What you’ll do:

• Manage day-to-day planning and operations of your team (estimated 50% of the time).
• Directly provide customer support and resolution of issues and questions regarding the Partner’s online product. (estimated at 50% of the time).
• Daily production-related activities could include:
• Verifying documentation 
• Managing the order process
• Handling local number porting escalation
• Coordinating/communicating  with the appropriate stakeholders internally to ensure the accuracy of the order and communicate milestones
• Make sure that each of your teammates delivers on their Service Level Agreements (SLAs) and achieves his/her Key Performance Indicators (KPIs).
• Train and help develop your team by conducting team huddles and coaching sessions.
• Create reports of your team's performance and document feedback from the Partner.
• Act as the liaison between the management and your team.

What we expect from you:

• Excellent English skills - spoken and written (EFSET results from C1 or C2 level)
• Experience working with customers via email and voice.
• Proficiency in the French language (speech and written).
• Up to 2 years of customer service experience.
• Up to 1 year providing product support, preferably software support.
• Some experience with Zendesk, Slack, and Google suite is preferred.
• Proven experience in effectively managing and leading a team.
• Demonstrated experience in driving and achieving Key Performance Indicators (KPIs).
• Strong analytical and problem-solving skills.
• Strong leadership skills.
• Have a good temperament to handle disputes and emergencies.
• Project management skills.
• Have the ability to make decisions that are going to be in the best interest of PartnerHero and the Partner.

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• 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