The Service Delivery Lead plays an integral role within the Operations Department, contributing to the success of day-to-day service delivery by supporting both team members and management. This position works closely with the Service Delivery Manager to ensure the team operates efficiently and delivers exceptional customer experiences. The role involves hands-on coaching, proactive problem-solving, and identifying opportunities to streamline processes, improve performance, and elevate service standards across the board. The Service Delivery Lead helps foster a collaborative and high-performing environment where team members are empowered to succeed and customers receive timely, high-quality support.
Essential Function and Responsibilities:
Primarily responsible for providing fantastic customer service, as well as efficient and effective front-end operations
Acts as a support and backup for the Service Delivery Manager
Provides peer coaching on operational tasks and reinforces operational standards
Acts resourcefully to ensure that work is completed within specified time and quality parameters
Responsible for recognizing and suggesting methods to improve area operations, efficiency, and service to both internal and external customers
Takes inbound customer support calls, answering web chats and support tickets
Escalates tickets where appropriate and accurately records customer data
Makes outbound calls to customers to provide additional support & answer queries
Provides productivity feedback and assists in coaching each team member regularly
Investigates issues and recommends solutions to management as necessary regarding system issues, customer issues, or any area of concern
Creates, updates, and implements job-related SOPs
Provides support for team representatives in problem-solving and general information
Acts as support and backup for Service Delivery Manager
Communicates proactively with internal team members and customers in a professional, positive, and courteous manner
Keeps up-to-date on products, inventory, promotions, etc. that are necessary to provide customers with exceptional customer service
Supports team manager and performs management duties when manager is absent or out of office
Assists management with hiring processes and new team member training
Qualifications and Requirements
Customer service background in a shared service environment
1-2 years of supervisory experience in a customer service environment
Proficient with Apple OS – intermediate to advanced skill level
Strong keyboarding and typing skills
Excellent interpersonal skills
Detail-oriented, critical-thinking, and experienced at investigating and resolving complex issues
Must be able to effectively collaborate with others
Must be able to work independently and on a team
Must be able to work effectively in a fast-paced environment with shifting priorities
Must have excellent verbal and written skills
COMPANY OVERVIEW
Super is on a mission to make caring for your home completely carefree. We are a subscription home care company delivering quick and effective home repair and maintenance at a predictable cost, using technology to take the hassle out of homeownership. Sitting squarely within the insuretech, prop-tech, and subscription industries, Super’s poised to grow more than 2X/year in the coming several years.
Our culture is collaborative, dynamic, and data-driven. If you want to work with a stellar and seasoned leadership team with a winning track record, and at the forefront of the multi-billion dollar home service industry, this just might be the team for you.
Super closed an oversubscribed $51M Series C funding round in early 2021, led by Wells Fargo, with participation by Asahi Kasei, AAA - Auto Club Group, Gaingels, Second Century Ventures, the NATIONAL ASSOCIATION OF REALTORS®' strategic technology investment fund. Existing investors Aquiline Technology Growth, Liberty Mutual Strategic Ventures, Moderne Ventures and the HSB Fund of Munich Re Ventures also participated.
The company is headquartered in San Francisco, CA, and by late 2021 will be available in 14 regions across 8 states.
FAIRNESS AND DIVERSITY
At Super, we value diversity and know that diverse workplaces lead to a culture of innovation and more powerful business outcomes. Therefore, we always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)hellosuper.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.
