We’re excited to add a Support Manager to our Support team at Favor. The Favor Support team oversees the overall Favor experience to ensure the highest level of service for each order. When things don’t go according to plan, we step in to ensure our customers, Runners (that’s what we call Favor delivery drivers) and local businesses receive a personalized, fast, and easy path to resolution.
As a Support Manager, you’ll inspire and lead a group of team leads to deliver best-in-class support experiences while being accountable for team performance and engagement. To be successful, you’ll protect and promote our core values, develop and maintain a culture of accountability, and coach your Team Leads to be effective people leaders. You’ll serve as a customer and Runner experience subject matter expert and inform strategy that improves our delivery service by removing pain points and/or friction. Lastly, you’ll monitor and respond to emerging trends across team performance and the business by conducting routine analysis.
What You’ll Do:
- Lead, inspire, and coach a group of Team Leads (people leaders) who each lead teams of up to 10 specialists across multiple shifts, seven days per week
- Drive and be accountable for the metrics we care about: customer satisfaction, service level agreements, internal support key performance indicators (KPIs) (average handle time, first response time, cycle time), team member engagement, and more
- Regularly review and propose novel ways to improve our operations with the ultimate goal of excellent experiences
- Inform product and service journey design by reporting on contact drivers, dissatisfaction analysis, and customer pain points
- Develop a culture of accountability and high performance by setting clear performance goals, delivering effective coaching, and providing regular feedback through 1:1s
- Work with stakeholders across Favor to ensure key information is relayed in a way that drives improvements and better outcomes for customer and Runners
- Partner closely with the Quality Assurance and Training teams on areas of improvement
- Provide a weekly and monthly overview of your team’s KPIs that includes how you’re driving continual improvements and striving for excellence
- Advocate for customers, Runners, and specialists at every step of the way by providing data-driven, actionable insights that lead to improved experiences
- Evaluate, inform, and innovate on team workflows, tools, processes, and procedures to drive continuous improvement
Skills You Have:
- A relevant degree or comparable formal training, certification, or work experience
- 6+ years of customer support experience
- 3+ years of experience leading people leaders in a fast-paced contact center environment
- Availability to work a schedule of Monday through Friday 12 PM -9 PM.
- A proven track record for building high-performing, customer-centric teams in a contact/support center environment
- Deep experience coaching team members (direct and indirect reports) to greatness and driving excellence in performance
- Deep knowledge of contact center management tools, processes, procedures, performance metrics, and associated improvement levers
- Strong ability to synthesize, communicate, and present complex information effectively to stakeholders at all levels
- Strategic problem solving skills that allow you to leverage data and insights to drive performance
- Flexibility to be available on occasional weekends, holidays, and outside of your typical hours
- Availability to travel on occasion to/from Austin (if located outside of Austin) or other areas of Texas as needed for occasional meetings
Who You Are:
- You are a people leader and believe that we perform our best when we engage and inspire our teams
- You have a high level of emotional intelligence and are a culture leader
- You are a data-driven, analytical problem solver, capable of foreseeing business needs and translating trends and insights into actionable objectives that yield scalable solutions
- You are professionally mature and comfortable interacting with all levels of an organization
- You’re a problem solver who is hyper focused on the root cause of why issues arise
- You work collaboratively to craft solutions
- You stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
- You are steady, consistent, and lead by example
- You keep your team focused and energized in a fast-paced, ambiguous, and dynamic work environment
- You are an excellent communicator who excels at navigating de-escalation, crucial conversations, and conflict resolution
- You thrive in a fast-paced, ever-changing environment; you can handle curve balls and pivot accordingly
- You don’t get overwhelmed; you persevere in the face of challenges with a positive, can-do attitude
- You operate with integrity, courage, and boldness
Life at Favor
Where you’ll work: This role can be hybrid or remote, depending on the team member’s location in Texas. If you live in Austin, Texas, we ask that you work from home roughly three days per week and work at our HQ for the remaining work days. If you live in a different city in Texas, you will primarily work from home, with the opportunity to travel to Austin for company-wide events. No matter where you work best, we foster an inclusive and flexible environment to support our workforce.
Benefits: We offer premium health, vision, dental, and life insurance, alongside 401(k) options. We go beyond the basics, while also throwing in Favor delivery fee credit and H-E-B discounts!
Paid time off (PTO): We offer unlimited PTO for salaried employees (that’s actually unlimited) and ample vacation time to all team members.
Learning and development: We encourage personal growth and education through Intern(al)ships and Learning Labs taught by Favor team members and external facilitators.
Community: Whether you’re an avid cyclist, dog lover, or Magic enthusiast, there’s a group for you here. We foster community through Employee Resource Groups (ERGs), company-wide events, happy hours, and regular connection opportunities.
Diversity, equity, and inclusion: At Favor, we believe that to be the best delivery app in Texas, we need to represent all Texans. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives, and we are an equal opportunity employer.
In addition, as a candidate, if you require any accommodations throughout the recruitment process, simply let your recruiter know! Our talent acquisition team will work with you directly to ensure a smooth and delightful process.
