Customer Experience Team Leader - Remote

Overview

Sparrow is the first high-tech, high-touch employee leave management solution. Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.). Currently, the leave management process is painful and inefficient for everyone. Company leaders struggle to keep up with regulations and processes that change frequently, and the employees going on leave are overwhelmed by bureaucracy at an exceptionally important juncture in their career. Sparrow transforms this ordinarily tedious, error-prone, complex to remain compliant, and time-consuming process into a 30-minute end-to-end experience saving teams time (20 - 40 hours per leave) and money (up to $30K per leave).

In Short

• Manage and inspire a group of dedicated leave specialists who support our customers and their employees
• Drive individual and team performance using metrics and team KPIs
• Provide direct, constructive, real-time feedback to direct reports and peers to boost growth and performance
• Engage with your team’s professional development
• Become very familiar with leave management and Sparrow best practices
• Lead recurring meetings with our largest customers
• Build trust and loyalty among customers through impeccable commitments
• Ensure feedback is regularly collected and acted upon from customers
• Collect and share customer feedback from team members
• Collaboratively identify inefficiencies and implement process improvements

Requirements

• 3+ years of proven people management experience (must be as a direct manager responsible for individual growth, development, and performance)
• Experience leading and managing teams of 10-12 individuals
• Experience using data, metrics, and KPI’s to effectively manage the team and drive business results
• Clear communicator - ability to provide direct feedback, and set clear expectations within team and cross-functional stakeholders
• Ability to work cross-functionally to identify and drive initiatives that prioritize customer happiness and employee satisfaction
• Thrives in a high-growth, collaborative environment
• Passionate about supporting Sparrow’s customers

Benefits

• Impactful work supporting employees during critical times
• Resources and scale of a fast-growing venture-backed company
• Diversity of experiences within the team
• Equal opportunity employer