Remote Customer Support Supervisor (working from home jobs)

Job Responsibilities : Remote Customer Support Supervisor (working from home jobs)

Salary : Competitive Salary

Company : Tovala


We’re Tovala, a food-tech company completely reinventing home cooking to save consumers time. Through an innovative combination of hardware, software, and food, we give our customers a way to enjoy really good, good-for-you meals without sacrificing time to do whatever matters to them. We’ve amassed a loyal, rapidly growing following in just a few years, radically changing the day-to-day lives of people across the country and successfully creating a new model for the food industry. We’re looking for great people to join our team of hard-working, food-loving nerds.

Position Summary

We are looking for a Customer Support Supervisor to lead the day-to-day operations of a team within Tovala Customer Support.  You will report directly to the Customer Support Operations Manager and have 8-10 direct reports.  You will be responsible for supporting the team, improving processes, and addressing issues that ensure we provide a best-in-class customer experience.

As a Customer Support Supervisor, you will work with the Support Team to help our customers have a seamless and enjoyable experience with our company — from ordering a Tovala Smart Oven to cooking a delicious Tovala Meal in their home, educating and troubleshooting anything in between.

You’ll be providing support and technical expertise to front-line agents who greet incoming chats, calls, and emails and ensure that questions or concerns from our customers are addressed in a timely, appropriate, and fun manner. You will aim to provide support for the team that is above and beyond and work to add an element of surprise and delight to all customer interactions.

Hours: Flexible hours between 8 am – 10 pm CST and weekends.  Operational coverage may be required at night and on weekends.
Location: This position will be remote.

How you’ll spend your time at Tovala
Create a positive team environment that enables every team member to be at their best
Continuously improve operational support efficiency and escalation paths
Proficiently use data to identify trends and monitor performance
Create plans to improve customer satisfaction and internal quality
Mentor and coach a team of front-line agents on best practices and career development
Improve the effectiveness of front-line team member training

Provide leadership-level escalation support
Recommend and implement policy changes as the business changes
Build and maintain close relationships with key internal and external partners
Develop and maintain knowledge-sharing mechanisms with the team
Enable a feedback loop that allows Tovala to improve from team member feedback

About you
2+ years of people  leadership experience in a customer service or operations role
Strong grasp of standard Customer Support metrics and processes
You know how to make the team stronger by using each individual’s strengths
You love to build collaborative relationships to solve problems
You excel at using data to ensure that progress is going in the right direction
You love taking an idea and shaping it into a sustainable process
You never stop coming up with creative solutions that help everyone win
You know how to utilize your perspective and personality to bring people together

Compensation & Benefits
Tovala uses market data, geography, and placement of internal employees to determine appropriate salary. Additionally, we offer all employees real ownership in the company in the form of a competitive equity package.
Comprehensive healthcare coverage we really invest in
401k with match
Free Tovala Smart Oven and discounted Tovala meals
Paid holidays and our winter holiday office shutdown where the offices and facilities close for a week around Christmas and New Years
Various other perks – recognition programs, continued learning stipend, casual dress code, in-office coffee, snacks and drinks, and Tovala swag

At Tovala we‘re committed to building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here!

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