Member Support Team Lead

• Overseeing the day-to-day operations on our live chat platform (Intercom) for your team, ensuring that they’re delivering outstanding service
• Leading, coaching and motivating the associates within your team by providing frequent QA coaching, targets and training/refresher sessions making sure they’re continuously set up for success
• Having frequent 1-1’s to keep track of their own personal development goals
• Digging into edge-case queries to reach an outcome for our members with the knowledge you’ve gained as a point of escalation for your team and others within support to help reach a solution
• Keeping on top of our processes and guides on Notion and taking ownership to make amendments or create new documentation where necessary
• Offering world-class support to our members in a timely manner whilst using your expert product knowledge and your personal touch to build great rapport
  

‍

‍