Team Lead

  • Honduras
  • Full Time
  • Customer Support
  • Experienced

About The Role 

At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching and mentorship skills. Your contribution is limitless and not confined to this job description. 

You'll Be...

  • Helping to establish processes and procedures with the growing business of the Partner by developing an understanding of the process, business and support interaction and creating process suggestions leading to better business outcomes
  • Providing constant valuable feedback for all stakeholders - Program Manager, Partner and Associates 
  • Leading weekly team meetings or huddles and conduct regular 1:1s with each of your direct reports 
  • Providing quality feedback to foster improvement for each of your team members and document performance issues or opportunities for development as required 
  • Conducting QA, coaching sessions, and side by side feedback (plug-ins) 
  • Providing and/or facilitate training to new hires or current associates as needed
  • Supporting/Assisting associates during production and assigning associates to new and different tasks as required 
  • Monitoring production levels for each associate (using Zendesk Explore or other metric data tools) 
  • Building and maintaining the team’s schedule to ensure appropriate coverage 
  • Participating in the hiring process by helping to Identify and select ideal candidates according to the program’s needs


What You Bring to the Table 

  • Native to near native English - spoken, written and comprehension
  • Embody and exemplify the PartnerHero core values on a consistent basis and set the tone for others: Be Humble, Care for Others, Take Ownership, Embrace Growth, and Manifest Trust. 
  • Must have a thorough understanding of the partner’s processes, tools, and metrics
  • Team-oriented focus with strong collaboration skills 
  • Ability to use sound judgment and take responsive action effectively and timely when appropriate 
  • Continuous improvement attitude; ability to suggest and implement best practices or process enhancements that support the team achieving business objectives 
  • Excellent relationship building skills with the ability to communicate and collaborate across all organizational levels 
  • Is flexible amid an ever-changing and growing environment 
  • Internal applicants must have a proven track record of excellent attendance with minimal unexcused absences or tardies in their current and prior roles with PartnerHero and not have any corrective or disciplinary actions within the past 60-days at PartnerHero 


What We Provide

  • Competitive salary compensation based on experience (in USD)
  • Attractive benefits package such as medical, dental and vision
  • Access to free posture-based fitness workouts from home
  • Training opportunities provided by PartnerHero and outside entities 
  • Ability to own your career and determine your next move at PartnerHero 
  • Equipment needed to be successful in your role


Why PartnerHero?

PartnerHero is a mission driven company with a passion for helping good businesses succeed. We build teams that help companies scale in every facet of their business—from customer support to Software QA, content moderation, design, engineering, and more. We work with over 75+ tech-forward companies including Etsy, Udemy, Good Eggs, Grindr, and Bentobox. PartnerHero not only offers fair compensation and benefits, but a culture that values inclusion, belonging, and opportunities for professional growth.

How We’re Different

Historically, the outsourcing industry has valued profit over people and compensated for high turnover by underpaying employees. We want to change that. PartnerHero not only offers fair compensation and benefits, but values inclusion, belonging and opportunity. 

Read more about our Core Values and story here.





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