Customer Success Team Lead

**Summary** Early-stage startup building the operating system for small business ownership seeking a Customer Success Team Lead to join our Start Team **Owners ~ (** **)** At Owners, we help founders build the small business of tomorrow, today. Our vision is to build the operating system for local business ownership, and by doing so to provide a more fair shot at the American Dream. We are a business-in-a-box platform for home services entrepreneurs. We give our customers ongoing training, technology and a demand generation engine needed to launch, manage and grow a home services company at a fraction of the cost and time of going solo or buying a franchise. As a Team Lead of Customer Success, you will be in a hybrid player / coach role, responsible for keeping track of the onboarding of new customers while also hiring, training, coaching, and managing a team of new and established Customer Success Representatives (Virtual Assistants) **Your Role** **Player responsibilities**: - Keep track of customers during the Onboarding process on a daily basis in order to prioritize pending tasks and maximize the efficiency of our team. - Support Operations with data analysis, reporting, and content management (SOPs / PLaybooks). - Retrieve data from 3rd party and internal systems to generate reports and presentations used to analyze performance and make recommendations on the Onboarding process. **Coach responsibilities**: - Manage a team of Customer Success Representatives (Virtual Assistants), coaching your team's skills, so they can support the operations team's KPIs and achieve career goals. - Proactively identify areas for innovation and improvement within the CSR/onboarding Team, and drive collaborative refinements within our existing playbooks - Help execute and improve the SOPs/playbooks for customer success. - Maintaining a standard in regard to reporting and analysis to drive sustainable customer satisfaction during the onboarding process. - Develop, retain and motivate an existing team while recruiting new members and raising the bar for talent and capabilities - Coordinate with recruiting and internal teams to recruit, hire, and train new people. - Build confidence and trust in your direct reports. - Maintain a high level of team engagement and motivation. - Analyze high-level performance trends that will inform decisions around operational changes - Maximize efficiency in a constantly changing and growing environment where the process is fluid, creative, and unique solutions are desired - Partner and liaise with cross-functional teams to ensure systems, processes, SLAs and market positioning are aligned and operational: finance, analytics, marketing, enablement, and product teams - Partner with leadership to resolve escalations **Requirements**: - Comfortable in a player/coach role - Leadership ability to influence, develop and empower CSRs/Onboarding team to achieve their best - Experience effectively collaborating with cross-functional teams - Experience coaching and developing team members - Self-motivated, entrepreneurial in nature, and comfortable and experienced in change management - Proven and consistent track record of executing against aggressive growth strategies and delivering on or above target - Excellent leadership, organizational and problem-solving/decision-making skills - Ability to manage multiple projects while maintaining strict attention to details - Competency with publishing reporting best practices - Use data to analyze results and make data-driven decisions - Ability to communicate effectively in small and large groups **Why you might be excited about us** - We're working to solve the future of local entrepreneurship, starting with home services. If you have an emotional connection to the rewards of owning a small business - you'll love our mission - We don't like having meetings. If we can effectively solve a problem by running an async discussion, we do so. If we meet synchronously, it's because there's a need to debate something in a live forum - We're an extremely diverse team, with backgrounds spanning from hyper-growth startups to professional golf. We'd love to know what you're bringing to the table **We're likely not a good fit if you** - Since we're an early-stage startup, projects and priorities may shift - We're building the plane while we fly it, so that means sometimes the answer to your questions may be "go build it" - You'll be given intentions, not instructions, meaning that we'll expect you to be a creative thinker and scrappy enough to build things on your own **Requirements**: - You're self-aware, open to learn, and vulnerable to let your teammates know when there's something you don't know - You have a bias for action preceded by a "stop and think" phase that will inform that action - Excited for a front-row seat in a fast-growing startup. This will change frequently - Eager to learn new skills and implement things on your own. You're comfor