Customer Success Team Lead

Who we are looking for...

Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Service Team Lead. We are seeking a dynamic and experienced Customer Service Team Lead to oversee our team of 8 offshore representatives. As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Specifically, you will…

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Take ownership of a book of business, ensuring that all your clients receive the value they expect from Promenade.

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Maintain high retention and build trust and rapport with your book of business.

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Work with our customers to identify their needs, then work with our offshore reps to make sure those needs are met

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Identify opportunities to streamline processes and improve efficiency within the team

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Handle support requests from your book of business via email and phone.

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Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team.

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Acting as an advocate for Promenade’s partners and providing them with outstanding service while resolving issues in a timely and efficient manner.

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Identifying trends and inefficiencies to enhance the support process and improve the user experience.

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Be a product evangelist! Helping partners use our Promenade products to change the way local businesses connect with their community.

What’s in it for you...

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Equity/Stock options in a profitable and rapidly growing company

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Great Medical/Dental/Vision coverage

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Transportation coverage in the form of parking, rideshare, or metro credit

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Fully stocked snack bar & weekly catered lunches

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The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)

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Ability to mold your career and make an immediate impact

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Work in a fast-paced, fun environment with an eclectic group of people from all over the world

You will excel if you have...

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A natural people person and relationship builder

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Passionate about serving small businesses and being apart of a growing startup

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Tech savvy and can quickly pick up sales/support tools such as Salesforce, Confluence, and proprietary systems

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An excellent communicator, both in writing and over the phone

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Friendly, optimistic, and have a caring demeanor

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Adept at working well under pressure and with tight deadlines