Support

Head of Support

Full Time - Austin, TX

Favor is looking for an experienced leader for our growing Support organization. This team is the front line of Support for Favor customers and Runners all across Texas. In this role you will oversee Favor Care, Runner Experience, and Customer Care teams as well as operational specialists and Support management.

Our ideal candidate is passionate and maniacal about the customer experience and driving exceptional customer satisfaction. You obsess over building a team that is also highly motivated and passionate about providing the best experience for our Runners and customers.  You are an experienced people leader with a proven track record of scaling teams, coaching employees, and growing team member’s careers. You have a data driven mindset, extremely organized and relentlessly pursue opportunities to improve processes, implement strategic change, and collaborate closely with other customer and Runner facing teams. You are someone who wants the opportunity to build a high functioning Support organization that is the best in the industry.

Responsibilities will include but are not limited to:

  • Define and execute long-term strategies that create business value and promote a world-class customer experience
  • Develop and implement procedures and policies that yield effective and efficient operation of the Favor Support team that align with the Company’s objectives in providing the best experience for Runners and Customers
  • Responsible for team members training and continued development, setting employee and group performance standards (SLA’s and KPI’s), and coaching team members and providing consistent feedback in order to meet expectations and achieve high performance
  • Develop comprehensive training materials and programs for each support group to ensure that team members are set up for success and are able to respond to customer and Runner inquiries in a professional and effective manner
  • Develop Support Leads and Managers that can assist team members in troubleshooting contacts that require special handling
  • Must maintain in-depth working knowledge of Favor’s support tools, systems and processes
  • Partner with Product, Engineering, Marketing and Operations to provide qualitative and quantitative feedback on the customer and Runner experience so that they may develop better tools, products and programs to support Runners and customers
  • Provide feedback to the Company regarding service failures or customer or Runner concerns
  • Report on and control compensation spend (both refunds and credits)
  • Work continually towards self-development to stay current on technology trends, customer service, management procedures and practices
  • Work with People Operations to create and maintain an organizational structure and environment that allows team members at all levels grow their careers and thrive

Qualifications, Skills & Education

  • Strong leader with at least 7-10 years experience managing and scaling large support organizations
  • Team oriented with a proven track record of helping to grow the careers of your people and their teams
  • Strong communicator with a passion for pleasing customers
  • Results driven, highly analytical and possess a data driven mindset to create frameworks to solve problems, make decisions and track daily, weekly, and monthly metrics
  • Must be technologically savvy and proficient with today’s leading support tools
  • Excellent Excel and presentation skills
  • Self-starter who thrives in an environment with shifting priorities
  • Bachelor’s degree required

Perks

  • Inc. 5000’s fastest growing company in Austin, #5 in Texas, and #138 nationally in 2018
  • Competitive salary based on experience
  • Comprehensive benefits packages including, health, dental, vision, and 401k
  • Unlimited vacation and sick days
  • Casual office environment
  • Catered meals, snacks and beer Fridays in the office
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