About you

You are a strong operational executor who is eager to get your foot in the door at a rapidly growing startup and can demonstrate the ability to excel in an intense, dynamic work environment as a key member of a growing team. In partnership with the rest of the Convoy operations team, the Team Lead will help onboard and supervise the continued performance of a team of Operations Specialists and/or Associates. You have a knack for data driven decision making and a passion for process improvement. You’ll play an integral role in setting culture on your team and will bring the energy, grit, and work ethic necessary to get the job done!

Ideal candidates have an interest in people management, are strong communicators, and are eager to attack unfamiliar problems with curiosity and a bias for action.

Responsibilities

• Manage performance and personal development of a team of Operations Associates, Specialists, and Shift Leads.
• Responsible for overall account health and performance for your account(s), including motivating and leading your team to deliver against metrics required to serve Convoy customers
• Support hiring, onboarding, and training of Operations Associates, Specialists, and Sr. Specialist. 
• Perform ongoing process and procedure evaluation, improvement, and training. This includes identifying areas to cross-train team members to improve utilization and account coverage.
• Work collaboratively with other teams and tiers to develop SOPs, train, and keep your team up to speed on the process and product changes
• Assist the Operations Manager with ad hoc requests or escalations from demand partners 
• Develop a team schedule and manage timekeeping to ensure customer SLAs are met with high-quality service

Minimum Qualifications

• High school diploma or GED equivalent
• 3-5 years of relevant working experience, ideally in a fast-paced customer support environment
• Past experience mentoring, leading, and/or training teammates
• Exceptional written and verbal communication skillsFuture interest in people leadership with strong interpersonal communication skills.
• You are an empathetic listener, candid communicator, and are not afraid to ask for help.
• Scrappy; willing to dive in and do what’s needed, regardless of whether it’s in the job description
• Excellent problem-solving skills with the ability to simultaneously manage multiple initiatives
• Ability to work independently, think creatively, problem solve to deliver results in a fast-paced environment

Preferred Skills and Experience

• Familiar with Tableau
• SQL
• Operations leadership