(Zipwhip is continuing to hire with all interviewing and on-boarding done virtually due to COVID-19. All new and existing employees will continue to work from home until it’s safe to return to our offices. When our offices re-open, this job requires to be performed at our Seattle office.)

We are one of the main reasons it’s possible to text with a business today. Zipwhip was the first company to enable texting on existing business phone numbers, and we are now the world’s leading business-texting software and API provider. More than 35,000 companies use us to increase customer engagement and drive growth through texting on their existing landline, VoIP or toll-free phone number. Intuitive cloud-based software, an enterprise-grade API and direct network connectivity mean businesses can use any computer or mobile device to securely and reliably reach their customers, every time.  

Our strong venture backing allows us to aggressively invest in our product, technology and team; we’ve received nearly $100 million in funding from the likes of Goldman Sachs, M12 (Microsoft Ventures) and OpenView. We are consistently ranked one of Washington’s fastest-growing workplaces, and were voted the 6th best place to work in the state by Seattle Business magazine and The Puget Sound Business Journal in 2019.  

Every day we work to uphold our core DIRECT values: Determination, Innovation, Respect, Enthusiasm, Collaboration and Trust. We know that we’ll build better products if we have a diverse and inspired team that’s encouraged to make mistakes and experiment.  

If you want to be part of a team where you’re supported and empowered to change the way the world communicates, then we’d love to hear from you. 

How this role makes an impact: 

This Customer Support Team lead role will provide people leadership to Customer Support and Technical Support teams with oversight from the Customer Support Manager. The role will report to the Customer Support Manager 

What you’ll be working on: 

• First point of contact and resource for Customer Support Team, providing real time support for handing customer interactions, including escalation management. 
• Motivate and develop teams to achieve departmental and organizational goals. 
• Calibrate with second Team Lead and Quality Assurance Team Lead for consistent messaging towards the team on responsibilities, performance expectations, escalation management, quality assurance, and support KPIs.  
• Responsible for maintaining accurate attendance and vacation tracking for team payroll. 
• Partner with Workflow Specialist to ensure coverage and shift patterns are adhered to. 
• Provide feedback to team members and assess performance through reviews, team meetings, and ongoing coaching and mentoring. 
• Proactive Escalation Management and escalate systematic issues to leadership. 
• Weekly Operations meetings advocating on the needs for support teams and aligning path to greens with Support Leadership. 
• Research, develop, maintain and document workflow processes and required documentation to support the operational support center activities. Includes knowledge base, job aids, and any other required documentation. 
• Monitor Support Team slack channels offering advice, real time coaching, and handling escalations. 
• Partner with Support Leadership, Quality, and Training to identify process breaks to enhance CX and employee experience. 
• Career path opportunity to become a Support Supervisor or Manager, reporting to Customer Support Manager and supporting the entire Customer Support Organization. 

The skills you’ll need: 

• 2+ years of people management experience.  
• Ability to articulate issues and work through resolutions. 
• Role model case and escalation management handling practices. 
• Promoting and advocating for process improvement. 
• Display a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service. 
• Robust quantitative and qualitative analytical skills and good business acumen. 
• Work to create a team environment to openly discuss trends, develop and drive new solutions. 

Why Zipwhip?  

• Ranked the #6 best workplace in Washington in 2019 from Seattle Business magazine and The Puget Sound Business Journal . 
• Consistently ranked one of Washington’s fastest-growing companies by Deloitte.  
• Competitive salary and stock options .
• Full benefits package including parental leave, 401k, flexible remote work, generous PTO.
• Health benefits including paid maternity and paternity leave, medical, vision, disability and life insurance.  
• Free on-site weekly yoga and meditation classes hosted by ZUM fitness, and discounted memberships to Soul Fitness and CorePower Yoga.  
• A brand new office on Elliott Bay with easy beachfront park access. 
• Stipend for transportation and cell phone usage. 
• A culture of transparency and open communication, including a catered weekly lunch meeting hosted by our CEO. 
• Values-based leadership and a commitment to building diversity and inclusion.  

Regular and predictable attendance is an essential function of the job.  

We are an equal opportunity employer and we value diversity of all kinds. We prohibit discrimination against any applicant or employee based on any legally recognized basis. This includes, but isn’t limited to, race, color, national origin or ancestry, citizenship status, creed, religion, gender identity or expression, sexual orientation, pregnancy, marital status, age, veteran status, disability or any other status protected by federal, state or local law.  

We are an E-verify participating employer.