Limeade is an employee experience software company that helps build great places to work. Our platform unifies employee well-being, engagement, and inclusion solutions with industry-leading communications capabilities. Recognized for its own award-winning culture, Limeade helps every employee know their company cares. To learn more, visit www.limeade.com.
We're committed to creating a mission-driven, positive and inclusive culture of improvement made up of the best and brightest people in the business. And we've got the awards to back it up: Puget Sound Business Journal ranked us #1 Best Workplace in Washington, and Seattle Business ranked us one of the top three Best Companies to Work for in Washington State. In addition, we're one of the fastest-growing companies in North America (Deloitte's Technology Fast 500™), and Fortune magazine recognized us as a Best Workplace for Women. Limeade is a global company that embraces a distributed workforce and has users in more than 100 countries. Our headquarters are in Bellevue, WA.
About the role:
We’re looking for a passionate and experienced leader to manage a team of remote Technical Leads and external call center agents serving our small Enterprise and mid-market customers. You will have a proven track record of delivering measurable well-being and employee experience results to a varied portfolio of customers. Through strong leadership of your team, you will foster a positive online community for our members, interact with customer representatives, and work with our product development team and sales executives to turn customer pain into customer delight (in a scalable way).This position will report to the Director, Customer Operations.
You must be:
Customer-Focused: You start with the customer and work backwards. You invest the time and energy to understand your customers’ objectives, then tie all your activities directly to the achievement of those objectives.
Action-Oriented: You thrive as a self-starter who proactively senses and responds to problems and opportunities and requires minimal supervision.
People Leader: Proven ability to lead and develop employees
Organized: You are awesome at managing teams and groups of individuals and delivering projects on time that match customer requirements and expectations.
Collaborative: You love teamwork. Your colleagues love having you on the team. You work well across functions and groups.
An Effective Communicator: You write and speak clearly, concisely and with a spirit of partnership. You actively inform and inspire with your messaging. You speak plainly and are transparent with your business colleagues.
Energetic & Passionate: Your passion and energy for health and well-being is deeply founded in your desire to help other and to be a positive role model.
Relationship Builder: You excel in getting people involved and building a network of contacts that allow you to multiply your influence on the organization.
Lead and manage a team of remote Technical Leads focused on small enterprise and mid-market customers while maintaining high levels of customer satisfaction.
Manage a team of outsourced call center agents focused on Tier 1 customer issues.
Oversee enterprise customer service & support for Limeade SaaS Platform.
Support your team and work cross functionally with our Product and Development teams to resolve issues in order to strategically implement and plan new features and processes.
Proactively navigate escalated customer needs and issues.
Interface effectively with customers, partners and internal resources to drive scalable, enabling processes.
Ensure your team stays up to date on all Limeade trainings, updates and changes; identify opportunities for additional training.
100% aligned with and ability to demonstrate our values in an ongoing and consistent way
5+ years of experience in a customer service & support in the SaaS space.
At least 2 years of management experience.
College degree in a related field or equivalent education preferred.
Customer-centric, with a track record of delivering on customer success.
Strong executive presence and experience working with senior executives, internally and customer facing.
A general understanding of overall software and SaaS architecture – from the application layer to the storage layer and everything in between
An action-oriented self-starter.
Ability to use data to quickly make decisions and adjust strategies.
A team player. Your colleagues love having you on the team. You work well across functions and groups and are comfortable in a matrixed organization.
Demonstrated operational excellence in process development and improvement, problem solving, collaboration and action planning.
A transparent and high-precision communicator with a bias to action and getting stuff done.
Comfortable with ambiguity. You bring structure and process to the team when needed, but don’t overly complicate.
Limeade provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Limeade will provide reasonable accommodations for qualified individuals with disabilities.
This position is open to remote workers located in the United States and Canada.