• Full Time
  • Remote

Website Avocado Green Brands

Customer Advocacy Team Lead 

Location: Remote (at this time we are only able to accept applications from candidates who reside in CA, NJ, NC, IA, TN, GA, VA, OR)

Reports to: Manager, Customer Advocacy

The mission of Avocado is to be the most respected source for green home products at affordable prices — while maintaining environmentally conscious, ethical and sustainable business practices — to help safeguard your health and protect our planet.

The goal of our Customer Advocacy Team is simple yet lofty: to provide the best customer service experience in the world while advancing sustainable practices and cultivating personal development in the process. We operate as a small, fast-paced, and tight-knit team where your individual contributions will have a lasting impact.

We’re looking to add a Customer Advocacy Team Lead to our Leadership Team

The Customer Advocacy Team Lead is a natural mediator and expert communicator, you lead the way for outstanding customer experience. You’re a master of conflict resolution and are confident in making timely decisions on behalf of the customer, acting as a liaison between the customer and advocate. You set up your team for success, building an effective communication system to monitor and resolve customer experience issues. An involved and engaged mentor, you lead by example and actively coach your team by providing productive real-time feedback. Working closely with Leadership, you lead by example and observe communication of advocates to ensure customers are getting personal attention. Your patience and positive energy keep your team thriving.

We’re currently hiring for the following shifts:

Let’s talk – TBD

What You’ll Do:

Leadership

  • Work alongside the team while providing in-the-moment coaching and feedback on a regular basis
  • Provide guidance in determining outcomes for issue resolutions; handle and resolve escalated customer issues and situations as needed;
  • Provide continual evaluation and feedback of processes and procedures, by preparing and administering performance reviews for continuous improvement;
  • Respond to customers who have questions or need assistance in a variety of areas (product information, order updates, issue resolution, etc)
  • Strong Emotional Intelligence
  • Action-oriented and stay oriented to the goal you’re trying to achieve and act with urgency to achieve it
  • Collaborate with peers to improve procedures that deliver a better customer experience

Communication / Teamwork 

  • Assists team with managing daily workload responding to customer emails and chats
  • Assist with suggesting methods to improve area operations, efficiency, and service
  • Collaborate with Quality Assurance, Order Management, Training, and other internal/ external teams
  • Coach, mentor and develop advocates
  • Perform other duties as assigned such as participate in operational project teams

What You’ll Bring:

  • 3+ years experience leading a customer service/ support team
  • A passion for leadership and people development
  • Organized and process-oriented with the ability to drive resolutions working with multiple groups
  • Outstanding customer service skills and dedication to providing exceptional care for both the team and our customers
  • Ability to multitask and successfully operate in a fast-paced, team environment
  • Focus on quality and customer experience
  • Ability to remain current with company products, processes, and software tools (Zendesk, Slack, Confluence, JIRA, etc.)
  • Excellent verbal, written and interpersonal communication skills
  • Strong leadership and coaching skills
  • Well organized and superb time management skills
  • Must be self-motivated and a self-starter
  • Ability to be empathetic and place yourself in the customer’s shoes

Pay rate: $25 per hour

To apply for this job email your details to mike@avocadomattress.com