**The Role** The Customer Care Team Leader is responsible for guiding, providing instructions, and directing the Customer Care Team, ensuring compliance with company guidelines in terms of the quality of service provided to the customers, serving as a touch-point in assisting the Customer Care Representatives in responding to customer inquiries and resolving issues or complaints. To do this role properly you should have a detailed understanding of the full GSuite and Internet software, be competent at solving problems collaboratively, and have demonstrated relevant skills in handling a team. Additional responsibilities and duties as needed. Applicants should have flexible scheduling availability for US hours/timezones. This job requires a full-time (40 hr/wk) paid, fully remote position. This position may be required to work overtime, holidays, and weekends as necessitated by the needs of the business. **Responsibilities** - Manages a team of assigned customer service representatives and ensures they comply with company guidelines related to the quality of service. - Manages the flow of day-to-day operations. - Monitors or reviews calls or other correspondence between representatives and customers. - Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Experience leaders or other appropriate staff. - Leads training during the new hire onboarding process to protect and ensure MaryRuth’s Standard Operating Procedures (SOPs) are being properly introduced. - Coaches new team members to facilitate skills development. - Fields procedure-related questions and assists in decision-making on handling customer matters. - Delegates responsibility and assigns daily tasks. - Serves as the contact leader during a scheduled shift for Complaints/Adverse Events (AE)/Serious Adverse Events (SAE). - Ensures proper procedures are being followed and ensures essential forms are being completed at all times. - Other related duties as assigned - Some travel (<5%) may be required on an as-needed basis,



with advance notice provided to the employee. **Qualifications** - At least 3 years of customer service experience required. - Previous experience in a supervisory role preferred. - Excellent management and supervisory skills. - Proven experience working remotely, with a strong ability to stay actively present. - High school diploma or equivalent; 4-year college degree or equivalent experience preferred. - Excellent verbal and written communication skills. - Extensive knowledge of customer service procedures and principles. - Organized with attention to detail. - Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. - Ability to coach and mentor customer service representatives. - Ability to organize a daily workload by priorities. - Must be able to meet deadlines in a fast-paced and quickly changing environment. - Embodies a proactive approach to problem-solving with strong decision-making skills. - Self-motivated; ability to perform well without close supervision. - Preferred proficiency in any of the following programs: Google Suite, Slack, Gladly, ShipHero, Shopify. - Positive “can-do” attitude. **Physical Requirements** - Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. - This role involves sitting most of the time but may involve walking or standing for brief periods of time. **Benefits Summary** - Competitive compensation, commensurate with experience. - Sick time. - Adaptable vacation. - Employee and immediate-family discount on all products (upon 60 & 90 days of employment). **The Culture at MaryRuth** We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone. We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth celebrates inclusion and is committed to equal opportunity employment.

📌 Customer Experience- Team Lead (Mx) (México)
🏢 MaryRuth's
📍 México