What are the responsibilities and job description for the Customer Support Team Lead position at Camping World?
Company Overview: Our story starts with our customers, the campers and outdoor enthusiasts. Camping World began in 1966 as a small store in Beech Bend Park outside of Bowling Green, Kentucky. What began as a way to fulfill campers’ requests for supplies has grown into the largest outdoor lifestyle retailer with over 190 stores and over 14,000 employees.
Camping World Holdings, Inc., headquartered in Lincolnshire, IL, (together with its subsidiaries) is America's largest retailer of RVs and related products and services. Our vision is to build a long-term legacy business that makes RVing fun and easy, and our Camping World and Good Sam brands have been serving RV consumers since 1966.
Job Summary: Camping World is seeking a Digital (Customer Support) Team Lead responsible for the day-to-day supervision of team members providing customer support, administration, and engagement-related requirements for our new Waypoint platform.
What You’ll Do:
- Acts as primary liaison with general customer support team members
- Monitors and responds to service requests from Waypoint host and guest
- Manages and builds relationships with host and guest
- Moderates accounts and host
- Assists in generating site content and support documentation
- Works with individual hosts to increase inventory
- Actively monitors the platform for UX modifications and makes appropriate recommendations
- Handles escalated issues that arise from host/guest
- Supports department 24/7 when needed
- Assists Senior Manager of Operations with projects as requested
- Creates a monthly on-call schedule
- Trains new support team members and BPOs on platform functionality, support tickets, Waypoint standards, and other duties.
- Monitors achievement of team member’s performance goals.
- Provides guidance and support to users, assisting with troubleshooting and issue resolution.
What You’ll Need to Have for the Role:
- High school diploma or equivalent; college degree or some college preferred
- Minimum 3 years managing a team
- A proven track record of customer-focused front-line experience
- Superior written and oral communication skills
- Strong time-management skills
- Strong problem-solving skills
- Ability to work under pressure
- High-level proficiency in MS Excel, PowerPoint, and Word
- Ability to travel upon request
- Ability to find innovative solutions and identify opportunities for improvement
- Ability to work within a team with ever-changing priorities and evolving processes
- A deep understanding of the sharing economy and common practices
- An entrepreneurial mindset and desire to help grow a nascent business
General Compensation Disclosure
The pay range for this role considers several factors in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Camping World, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the factors stated. A reasonable estimate of the current range is listed below.
$60,000
Salary : $60,000
