Customer Happiness Lead

Job Description

Founded as the first-to-market Instagram scheduler in 2014, Later (formerly Latergramme) has grown from a simple Instagram tool to the #1 visual marketing platform for Instagram, Facebook, Twitter, and Pinterest. Now with over 2 million users globally, Later is a member of the Instagram Partner Program and a Pinterest Marketing Partner.

We believe that social media has become a visual experience, and we’ve designed our platform to help you visually plan and schedule your photo and video content.

Later helps streamline your social media strategy so you can set yourself up for more sales and success. Our features focus on visual scheduling, media management, marketing and analytics. Here at Later, our goal is to simplify Instagram marketing and make it accessible for all businesses.

Our Values

Our core cultural values are manifested in our practices and processes every day. We highly value transparency and fairness in everything we do. We look for people who like to move quickly, are ambitious yet humble and have a great sense of humour. If you have a mischievous spark of fun, that’s even better.

You have:

• A natural tendency to take initiative, achieve results and generally #GSD.
• A desire to constantly stay organized and create efficiency using technology, bringing order to chaos and uncertainty.
• Teamwork is your middle name. You want to brainstorm with the best of them and are continually looking for ways to do it better.
• A humbleness to recognize that sometimes you’ll need to apologize and admit mistakes (we’re all human after all!)
• Understand and work well in startup culture - be able and willing to take on all sorts of tasks and responsibilities.

We list our values and beliefs first because they are non-negotiable; if you're still reading then check out some of the responsibilities you will own.

As a Customer Happiness Team Lead you will be:

As a Customer Happiness Lead you will be involved in hiring, coaching, training and developing the happiness team. You’ll help lead Later’s support operations by helping the team remove blockers, resolve challenging questions and at times, re-prioritize the focus in the queues to address new trends. As a leader you’ll also represent Later’s customers and inspire others across the organization to help prioritize and address issues our customers face. Lastly, you will intuitively understand the experience and needs of Later's users and proactively help identify ways in which they can interact with Later's product to increase their productivity and results.

• Responsible for hiring, developing, coaching and training new team members.
• Provide outstanding customer support and keep a pulse on the customer experience journey.
• Exemplify the characteristics and company values you are looking to develop in happiness team members.
• keep a calm and calculated approach to critical situations where a quick response and resolution is important
• Assist and coach happiness team members with their performance on a week to week basis.
• Monitor team support metrics to ensure team goals are on track.
• Work with the leadership team to proactively discuss, plan, and implement process improvements and best practices that promote a positive customer experience.
• Communicates and informs the Customer Happiness leadership team on what the most important issues are and how we can address them.

What we’re looking for:

• At least 3 years experience in a support role at a software company
• You have led a team or shown strong leadership qualities
• You’re an early adopter and embrace new technology before most of your friends. When you find that game changing app for you, you can’t wait to share it with your people and teach them how it makes their life better!
• You are able to empathize with users and team members and quickly grasp the issues they're facing
• You have experience developing and implementing processes and are able to build systems from scratch.
• The tech start-up industry is where you want to be. You thrive on the cutting edge and get excited to learn more, push boundaries and innovate every day
• You are highly organized, are detail oriented and have developed great time management skills.
• You love helping and going out of your way for others
• You have experience with process development and able to build systems from scratch.
• You can talk technical with engineers and then explain that same conversation in simple terms to your grandma

How to apply:

If you think you'd be a good fit for our role, please send us your resume.