Customer Service Team Lead

Content moderation runs around the clock, with reviewers in multiple time zones and languages. Experiments run constantly, and most product decisions follow A/B test results.

Position summary:

This is a new role. The team has doubled in size over the past year. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Fully remote. You can work from anywhere in the US. Strong written English is important, since much of our work is async.

Your responsibilities:

• Transfer calls to the right department with a warm handoff
• Call customers back on open issues within the promised timeframe
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Escalate complaints that need a supervisor or another department
• Notice repeat problems and report them to your team lead

Qualifications:

• 8-10 years of customer service, retail, hospitality or call center experience
• Clear speaking voice and good listening skills
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• Typing speed of at least 35 WPM

Nice to have:

• Prior billing or insurance call center work
• Bilingual English and Spanish (pay differential)
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Salary range: $27.50 to $32.00 an hour

Benefits:

• Medical, dental and vision insurance
• 401(k) with 4% match
• 11 paid holidays

EOE. We participate in E-Verify.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at San Antonio Digital.