Content Specialist Team Lead
Zazzle Inc
Cork, Ireland
4d ago

Description

The Content Specialist Team Lead will report directly to the Supervisor. The team works 10.00am-6.30pm but you may need to adjust your schedule depending on projects, meetings, and training etc.

We need the Team Lead to be flexible as shifts can change from time to time and / or during the holidays. You will be responsible for handling the most difficult or advanced problems and responsible for not only assisting agents but with the research and development of solutions to new or unknown issues and delivering projects within a deadline.

Job Responsibilities

  • Motivate others by leading by example in a team environment with great attendance, productivity, and quality
  • Monitor team performance and activity and reports back to management
  • Coach and provides feedback on a consistent basis on projects / tasks
  • Analyze, interprets and acts upon metrics
  • Works to ensure each person adheres to company policies and procedures
  • Highlight product / site issues and work to fix any issues the customer / designers may experience
  • Take the lead on special projects and performs additional duties as required
  • Maintain strong communication channels with the team in Cork and US team
  • Provide positive and customer-centered support in email, telephone, chat or tech inquiries when requested to help on queues
  • Responsible for handling escalated phone calls / emails / chat if assistance is needed
  • Listen to customers’ needs, reaching an agreement about their issue and issuing a resolution
  • Educate customers about Zazzle’s support options, online tools, and self-help or tutorial training
  • Communicate positively with team members, customers, and other partners ensuring that your approach always represents the Zazzle brand, values, and behaviors
  • Uses our delight policy to assist customers and communicates their knowledge of this to the rest of the team, through comprehensive training
  • Review and edit content and give constructive feedback on various projects
  • Excellent time management essential, self-motivated and highly adaptable
  • Align with the guidance for our tone and voice and ensure the team follow this too
  • Create documents and reporting on various projects and regularly update stakeholders
  • Build, liaise and foster positive relationships with stakeholders within the business
  • Maintain a high level of professionalism. Working with many projects and figures and information that can be highly confidential and sensitive, discretion is key
  • Help train new or existing teammate in all elements that the team work
  • Results and target ordinated as well as team centric
  • Minimum Requirements

  • Bachelor's degree required
  • Flexibility regarding working hours, as per business requirements
  • Strong project management skills; ability to implement and manage projects across multiple areas
  • Ability to integrate with an existing team and thrive in a rapidly changing environment
  • Excellent follow-up skills and ability to meet aggressive deadlines
  • Strong oral / written communications and analytical skills and be team-oriented
  • Energetic, out-going person who is capable of working with all levels of the organisation
  • Be a leader, while at the same time, remaining approachable for your team
  • Ability to solve problems by thinking outside of the box, rather than accepting limitations
  • Decisive, creative and ability to drive results
  • Work on your own initiative and to plan and priorities your own work and also in order to deliver a solution to any problem
  • Professional written and spoken level of English
  • Ability to handle confidential and sensitive information and deliver relevant information to and coach others in varying forms
  • Proven appreciation and application of Zazzle’s core values and behaviors
  • Excellent attention to detail, multi-tasking ability, and organisation skills
  • Highly collaborative with the ability to work well in a cross-functional environment
  • Strong work ethic and have shown this in her current role, going above and beyond
  • Desired (but not required)

  • Experience in supporting or leading a team of people in a support center environment
  • Former experience using metrics
  • Highly collaborative with the ability to work well in a cross-functional environment
  • Strategic thinking both technically and about the business as a whole
  • Tactical ability to execute successfully on business strategy
  • Love of challenges and the sense of pride it brings to solve them
  • Strong relationship building
  • Self-starter approach to work and enjoy working in a not always structured environment
  • Have a can-do attitude with an eagerness to consistently meet and exceed objectives
  • Strong attention to detail to a must
  • Proficient in Microsoft Office applications, Excel, Google docs, SEM rush, Google AdWords
  • General understanding of HTML (other coding languages a plus) and experience using SEO tools
  • Disclaimer

    The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

    They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

    All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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