Contract: Team Lead, Senior Agent Team

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to over 30% of the Fortune 100 with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.  Last year, more than $3.3 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers. This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team. Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

As a Team Lead, you will manage a team of Senior Agents and their day-to-day operations. This includes handling customer escalations, agent ticket assistance, and collaborating with technical teams on software issues. You will be accountable for team performance and ensure all team members provide an excellent internal and external customer experience while following defined procedures. 

Work/Project Scope: 

• Build and grow a high-performing, engaged & motivated team
• Maintain expertise on company policies & guidelines and ensure they are followed
• Empower team members to provide excellent customer experiences in a growth environment through coaching, training, and example
• Proactively lead teams, and projects, and engaged customers ensuring team goals are met and offering opportunities for improvement
• Act as a company champion and positive change agent
• Work with CS leaders and cross-functional partners to drive program improvements

Must Haves (Required Skills):

• 5+ years of customer support experience, including a mix of B2B & B2C 
• 2+ years of leadership experience
• 2+ years of experience using the Upwork platform
• Excellent communication skills: able to coach the team on handling difficult interactions - including escalations, able to successfully communicate across multiple audiences, including both technical and non-technical team members as well as senior leadership, business writing and (light) technical writing (to describe software issues - training is provided)
• Strong analytical skills: able to find patterns in data, strong ability to research, troubleshoot & solve issues independently
• High level of accountability and drive
• Schedule flexibility 

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.