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User Support Supervisor

Kater is a local technology company creating innovative transportation and mobility solutions for British Columbians. The Kater Ride-hail app allows users to request safe, reliable rides from their smartphone. Kater is growing fast and we’re looking for a User Support Coordinator to join our epic Kater Team!

What you’ll do:

  • Take the lead in organizing the 24/7 day to day operations of an awesome team of Kater Care Specialists
  • Create and maintain team schedules, insuring appropriate coverage to deliver on service level objectives for both voice & chat support
  • Provide real time feedback and wickedly insightful coaching to help Kater Care Specialists deliver amazing support to Kater Drivers & Riders
  • Continuously reassess processes & knowledge center content for opportunities to improve
  • Be an escalation point for Kater Care Specialists and resolve user escalations as needed
  • Participate in Driver & Rider events as needed
  • Proudly represent Kater Ride-hail and exhibit our values
  • Take responsibility for delivering an amazing experience to our Riders & Drivers
  • Become an integral part of a progressive team that lives and breathes a “Do More” attitude in a trusting, inclusive workplace

What you’ll bring:

  • Excellent communication and problem-solving skills. We’re talking excellent.
  • A great attitude and ability to inspire and elevate the performance of your peers
  • A penchant for detail and exceptionally high level of organization
  • An ability to work independently and thrive in a fast paced, constantly evolving environment
  • A high level of comfort public speaking and interacting with team members and users in different environments.
  • Relevant experience coaching or leading teams in past roles
  • Knowledge of call center metrics, best practices and support tactics
  • A passion for growth, inquisitive nature and desire to continuously evolve with our business
  • A positive attitude, sense of humor and ability to get things done
  • The ability to work individually and with a team
  • An ability to balance day to day operations with additional tasks and projects as needed

Location:

Surrey. BC

Job Type:

Full Time
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