Team Coach, Rider Support

3+ years experience in customer support or related field

Customer-centric and grounds approach in doing the right thing for the customer

Flexible schedule, willing to work non-traditional hours, weekends and holidays to support our associates and cross functional partners

Strong data analysis skills; ability to use data to drive decisions and problem-solving

Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations

Clear and concise written communication skills; strong presentation skills

Great medical, dental, and vision insurance options with additional programs available when enrolled

Mental health benefits

Family building benefits

Child care and pet benefits

401(k) plan with company match to help save for your future

In addition to 12 observed holidays, salaried team members have discretionary paid time off, hourly team members have 15 days paid time off

Identify gaps in associate content and process creation and improvement - working with content teams and support services as needed to make changes or updates to content.

Lead change management for process and operational changes that enhance the customer experience for the teams

Conduct quality audits, live ticket audits and side-by-sides with associates; proactively identifies operational improvements from quantitative and qualitative data

Drive closed loop processes to validate and prioritize feedback from multiple sources such as team syncs, business reviews, ticket observations, Compass feedback, quality calibrations, etc

Attend SCC quality calibrations and complete agent audits

Perform quality reviews/audits to identify opportunities for process improvement and/or performance opportunities that drive right resolve and experience for customers