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WHAT IS A SQUAD LEAD? Squad Leads manage a team of 9 Gurus as they support our 150,000+ merchants. A Squad Lead has to be able to wear many different hats. They are Gurus, schedulers, channel managers, trainers, recruiters, coaches, spreadsheet wizards, cheerleaders, facilitators, etc. The Guru team runs 24/7/365. That means you’ll be working 40 hours/week and some weekends. Your shift will cover 4pm-Midnight PST. This is a very hands on operational job. WHAT WE’RE LOOKING FOR Prior experience leading a successful team - You should be able to tell us about the teams you have led, and how you were able to get them to achieve their goals An engaging leader who is a master communicator - Think Richard Branson, Elon Musk, and Oprah Winfrey…. those are the type of people you look up to and aspire to emulate. Background in customer service - We’ll want to hear about your experiences delighting customers as well as how you managed difficult situations. Business experience is an asset - Have you ever run a business or considered yourself an entrepreneur? We want to hear all about it! Insane priority management skills - You’re a regular Steven Covey when it comes to managing your time and priorities Resourcefulness - If you don’t know the answer to something, you can find out by asking the right people the right questions - or by flexing your research muscles. WHAT’S THE DAY-TO-DAY LOOK LIKE? You arrive 30 mins early to shift because your email is packed with new messages that you need to digest and communicate to your team. These emails can range from new product releases, to upcoming training, to notes from yesterday’s team meeting. Your Gurus start to arrive 15 mins later. You run a quick meeting to get everyone updated and on the same page for the week, and make sure that your team knows where they need to be. One of them may be running a webinar while the rest are divided between the different live channels of support. You work with your fellow Squad Leads to manage the flow of customers flooding in. You notice one of your gurus is stuck on a hard call. You jump in to help coach and solve the problem. Break times start but your Guru is stuck on a long chat. You need to juggle your team so that everybody still gets their break on time. Live channel switching (between phones and chat) and coaching your Gurus through some more complex problems continues for 6 hours. Time to run an interview for 6 new Guru candidates! That’ll take about an hour. You get your Gurus on the same page for the work they’ll be doing while you’re unavailable. Interviews done, but you have a meeting with the Trainers to go over the 20 new Gurus that will be entering Guruland next week. Time to plan and allocate your team for next week. You finish off the day assisting your Gurus with any tickets that were escalated to you for a second opinion, and preparing to meet the challenges coming your way tomorrow. Phew! All in a day’s work. TO APPLY: Cover letter Open a Shopify store Why working remote is perfect for you.

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Confirmed 30+ days ago. Posted 30+ days ago.

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