Job Description

• Lead, coach, and motivate the team to achieve performance targets and deliver excellent service.

• Conduct regular 1:1s, performance reviews, coaching sessions, and development plans to support employee growth and address performance opportunities.

• Foster a positive team environment by promoting accountability, teamwork, engagement, and alignment with company values.

• Monitor daily operations, ensuring timely resolution of CRM and Outlook requests and adherence to processes.

• Track team performance metrics, attendance, action plans, disciplinary actions, and employee documentation.

• Support onboarding and training for new hires, process transitions, and operational updates.

• Ensure team members have the tools, knowledge, and support needed to perform effectively.

• Participate in meetings, conference calls, and other operational activities as required.

• Manage staffing matters, including attendance, performance management, and employee separations when necessary.

• Drive continuous improvement through process optimization and operational excellence.

Requirements

• No active written or verbal warnings.

• Excellent attendance record with no unexcused absences.

• Not currently participating in another promotion process.

• Minimum 1 year of Customer Service or CSS experience; proven leadership experience may substitute tenure requirements.

• Strong leadership, coaching, analytical, organizational, and multitasking skills.

• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

• Fluent in English and Spanish.

• Schedule flexibility, including evenings, weekends, holidays, and a night shift schedule (3:00 PM–12:00 AM, adjusted during Australian daylight saving).

• Ability to adapt to additional responsibilities as business needs evolve.

Benefits

· Base salary + a fixed night shift bonus equivalent to 25% of the base salary without unexcused absences.

· Benefits include paid life and a paid private medical (optional) insurance.

· Employee stock purchase plan

· Paid time off (Compensatory days)

· Vacation time

· Paid holidays.

· Night Shift Free Residential transportation (Check availability)

· Tuition Reimbursement

· Internal co-op (CODERIA) that benefits members with emergency loans, savings plans, discounts at popular businesses and associations, differed payment plans at different department stores.

· In addition to this our company awards attendance by granting up to 6 paid days at the end of each year (Details to be disclosed for qualified candidates only)

· Salary increase based on Yearly Performance Review