Customer Service Team Lead

About TOOTRiS:  

TOOTRiS is revolutionizing the world of child care by making it more convenient, affordable, and accessible for working parents. As digital solutions increasingly shape our lives, TOOTRiS enables real-time connections and transactions between parents and child care providers. Our platform empowers working parents – especially women – to find high-quality child care effortlessly, while helping providers enhance their offerings and fully capitalize on their programs.  

We partner with organizations across various industries nationwide to offer child care benefits for their employees. TOOTRiS streamlines the management of these benefits through our innovative technology, assisting parents in using their employer-sponsored benefits with child care providers nationwide.  

About the Concierge Team:  

At TOOTRiS, our Concierge team is the driving force behind our mission to transform lives. We see ourselves not just as problem-solvers but as Brand Champions, setting us apart in our industry. Our approach means delivering exceptional support through fast, efficient, and personalized service, ensuring that both parents and child care providers have a seamless experience.  

We foster a high-performance culture that values and celebrates both team and individual achievements. Collaboration and creativity are at the heart of what we do, and every team member plays a crucial role in our collective success.  

Role Description: 

We are seeking a highly skilled and motivated Customer Service Team Lead to join our dynamic Concierge team. This role is critical in handling complex customer inquiries, managing escalations, and providing managerial support to ensure exceptional service delivery. The ideal candidate will posses experience in tech-based customer support and escalation management, demonstrating a proven ability to resolve complex issues and provide exceptional service. Your responsibilities will ensure that our services are delivered with the highest level of satisfaction and efficiency.  

How you'll make an impact:  

• Provide friendly support to both child care providers and parents, helping them process their enrollments and interactions on our platform.  
• Serve as a key point of contact for addressing complex and urgent escalations from both parents and child care providers, ensuring prompt and effective solutions.   
• Lead engaging training sessions and webinars for parents and providers, helping them understand and make the most out of the platform and its benefits. 
• Guide new child care providers as they join our platform, offering support and resources to make their transitions as easy and seamless as possible.
• Travel to client sites for events, where you’ll represent TOOTRiS, showcase our services, and build strong, positive relationships with clients.   

Qualifications:  

• 2 years of experience in customer service, with a focus on supporting customers via phone and live chat.  
• Experience supporting clients or providers in care-related fields (child care, education, senior care, health care, etc.), with a strong focus on empathy and trust-building.
• Proven ability to handle multiple chat interactions simultaneously, while maintaining a calm and empathetic demeanor.  
• Demonstrated expertise in clear and confident communication, essential for managing enrollment transactions crucial to small business owners.  
• Passionate about delivering exceptional customer service, with a strong commitment to customer satisfaction and centricity.  
• Comfortable thriving in a fast-paced startup environment, with the patience and adaptability to manage diverse situations effectively.  
• Technical proficiency, including hands-on experience using CRM (Salesforce, HubSpot, NetSuite, etc.), Ticketing Support Systems (Zendesk), and Microsoft Office suite.   
• Willingness to travel to client sites as required.  

What We Offer:  

Salary Range: $30-$32/hour   

Benefits: Comprehensive benefits including health, dental, and vision insurance, along with paid time off.  

Professional Growth: Opportunities for professional development and career advancement within the company.  

Supportive Environment: A collaborative and inclusive work environment with a dedicated team.  

How to Apply:  

Please submit your resume and a cover letter detailing your relevant experience and interest. TOOTRiS is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.