Team Leader - Support & Trust and Safety
Position Summary:
Oodle is rapidly evolving online classifieds by offering buyers and sellers an innovative and differentiated social marketplace through our Marketplace on Facebook and Oodle. Marketplace offers buyers a unique social search experience spanning across rentals, real estate, automotive, jobs, services, and merchandise; while offering professional and individual sellers robust marketing solutions to reach in-market buyers actively searching for their products and services on Facebook, Oodle, and the Oodle Network.
We are searching for a dynamic, entrepreneurial Team Leader of Support & Trust and Safety for Oodle, Inc.'s San Mateo, California HQ. The right candidate will work closely and effectively with the Product, Engineering, Partner Support, and Finance teams to provide support for a rapidly growing base of users, self-service customers, and cobrand partners.
As an integral member of an experienced team that is reshaping the online classifieds industry through innovation, this position will be involved in all business processes and strategies relating to Trust and Safety, cobrand tier II support, and ultimately self-service customers. In this critical role, you will help define the processes and structures required to ensure increased operational efficiencies, customer retention and satisfaction. This position reports to the VP of Sales.
Position Responsibilities:
* Lead a team of support professionals in a player/coach capacity
* Responsible for establishing and executing the trust and safety strategy
* Responsible for providing Tier II technical support for cobrand partners
* Responsible for gathering feedback from the community and turning that into actionable feedback for the product and engineering teams
* Assist with migrating self-service customers from a subscription model, to a pay-per-post model and support customers post-transition
* Work closely with Product Development and Engineering to prioritize and project manage all initiatives to support cobrands, Trust and Safety, and simple self-service customers
Skills
* 4 years building, developing, training, and managing teams responsible for customer support
* 3 years experience utilizing support solutions (Jira preferred)
* Demonstrated ability to define and implement processes, procedures, and policy
* Demonstrated knowledge of social media
* Ability to lead and influence cross-functionally, with leadership, peers, and subordinates
* Strong attention to detail and excellent follow through
* Ability to work quickly and accurately in a fast-paced environment
* Strong organizational skills and an ability to handle multiple tasks simultaneously
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