Promenade is seeking a Customer Service Team Lead to guide a team of offshore representatives and ensure customers receive world-class support. This role blends leadership, direct customer interaction, and process improvement—ideal for someone who thrives in a fast-paced, mission-driven environment and loves helping small businesses succeed.
About Promenade
Promenade (formerly BloomNation) is a mission-driven company helping local businesses thrive both online and offline. Since launching in 2011, Promenade has grown from empowering florists through BloomNation to supporting additional industries like food, liquor, and butchers. Backed by investors including Andreessen Horowitz and Spark Capital, Promenade continues to disrupt massive industries with community-focused software and services.
Schedule
- Full-time, remote position
- Collaboration with offshore support teams
- Flexibility to manage time-sensitive customer needs
What You’ll Do
- Lead, mentor, and motivate a team of 8 offshore customer service representatives
- Manage team performance, set goals, and provide coaching and feedback
- Handle escalated customer inquiries and troubleshoot complex issues
- Identify and implement process improvements to increase efficiency
- Collaborate cross-functionally to ensure seamless communication with other departments
- Serve as a product evangelist, helping customers maximize value from Promenade solutions
What You Need
- Experience leading or managing customer service or support teams
- Tech-savvy with tools like Zendesk, Salesforce, and Confluence
- Strong written and verbal communication skills
- Ability to remain calm, positive, and professional under pressure
- Customer service or support experience (retail/service industry a plus)
- Passion for small business support and startup growth culture
Benefits
- $23–$25 per hour + $10,000 annual bonus (paid quarterly)
- Equity/stock options in a profitable, rapidly growing company
- Comprehensive medical, dental, and vision coverage
- Paid time off and holidays
- 401(k) with company match
- Transportation stipends and company swag
- Career growth opportunities in a dynamic startup environment
- Collaborative, people-first culture with no bureaucracy or politics
Lead with empathy. Build with purpose. Grow with Promenade.
Happy Hunting,
~Two Chicks…