Team Lead (with French and English proficiency)A little about us. We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it's because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day and thrive.
The Role At PartnerHero, our Team Lead facilitates successful operations for the programs they support by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations. This role requires proficiency in the French language (speech and written). As a Team Lead, you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team. You will also be responsible for production and metrics related to production (estimated 50% of the time).
You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills. This is a REMOTE ROLE.
What you'll do: Manage day-to-day planning and operations of your team (estimated 50% of the time).Directly provide customer support and resolution of issues and questions regarding the Partner's online product (estimated at 50% of the time).Daily production-related activities could include:Verifying documentationManaging the order processHandling local number porting escalationCoordinating/communicating with the appropriate stakeholders internally to ensure the accuracy of the order and communicate milestonesEnsure that each of your teammates delivers on their Service Level Agreements (SLAs) and achieves their Key Performance Indicators (KPIs).Train and help develop your team by conducting team huddles and coaching sessions.Create reports of your team's performance and document feedback from the Partner.Act as the liaison between the management and your team.What we expect from you: Excellent English skills - spoken and written (EFSET results from C1 or C2 level).Experience working with customers via email and voice.Proficiency in the French language (speech and written).Up to 2 years of customer service experience.Up to 1 year providing product support, preferably software support.Some experience with Zendesk, Slack, and Google suite is preferred.Proven experience in effectively managing and leading a team.Demonstrated experience in driving and achieving Key Performance Indicators (KPIs).Strong analytical and problem-solving skills.Strong leadership skills.Good temperament to handle disputes and emergencies.Project management skills.Ability to make decisions that are in the best interest of PartnerHero and the Partner.What you'll get in return: Full-time employment.Competitive compensation based on experience.A dedicated wellness program, including support from an in-house psychologist.Attractive benefits package including medical, dental, and vision options based on location.Access to free posture-based fitness workouts from home.Paid Sabbatical Leave.Training opportunities provided by PartnerHero and outside entities.1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development.Company Culture is at our core Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.
Care for others - Cooperate, empathize, and seek opportunities to put each other first.Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change.Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.Take ownership - Doing the right thing should come naturally.Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues.PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying.
We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact ******.
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