Customer Service Team Lead

Promenade | $48,840-$52,000

Steph's Notes:

This has been bookmarked since before I broke myself, so I'm going to out on a limb and say it's a ghost job or the turnover is awful. Also, they do not actually say where they hire, so I'm just assuming the USA.

On the Careers page:

At Promenade, individuals come together and commit to the values that drive innovation, change, and success for small businesses. Here, you’ll do much more than join us; you’ll add to us.

As a intro statement, it doesn't suck.

Their Careers page brags about being a great place to work, so you know what's next: to Glassdoor!

Oops!

• "A descent place to work" (3 stars, hilarious typo not mine)
• "Its ok if youre getting into sdr" (3 stars)
• "Chasing Revenue at the Expense of Clients" (2 stars)
• "Toxic Culture and Micromanagement" (1 star)

Our vision is to create economic opportunity for every professional in the world, and that starts with our own employees.

I have a bad feeling about this.

Okay, in the job description! Totally not bracing myself. Totally.

As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction.

Is it just me, or is that thing about adhering to industry best practice just a weird thing to say?

This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto.

Okay...

We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Ahh, there it is.

In the 'What's in it for you' section: "Great Medical/Dental/Vision coverage" – Friends. Countrymen. 'Great' is not a metric. If it was great, they'd tell us what the coverage actually is.

Fully stocked snack bar & weekly catered lunches
The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)

I love that they detail what swag you get and not the benefits.

Work in a fast-paced, fun environment with an eclectic group of people from all over the world

A fun environment in which you have to remain calm and positive in all situations? Sure, that checks out.

Friendly, optimistic, and have a caring demeanor
Adept at working well under pressure and with tight deadlines

Okay, so this place is the 9th circle of hell, right? (The 8th circle being LinkedIn, of course).

$23 - $25 an hour

omg wut

Wait wait it's not EVEN $25hr! (in tiny print):

$23/hr with $10k annual bonus, paid quarterly

That is, at most, $58,840. To work in a horror movie.

Have you ever managed a book of business?

And why is this a question on an application for a Customer Service Team Lead???

Y'all want to guess how many entries it hit in BJB?

Why join Promenade? If you want a front-row seat in seeing a company disrupt a massive industry

Unless I'm a founder, I don't want a front-row seat. I prefer not to be a crash test dummy, thank you very much.

(It was 15.)

Original Job Description: Customer Service Team Lead

Who we are looking for...

Promenade, (formerly BloomNation) is scaling rapidly and seeking a Customer Service Team Lead. We are seeking a dynamic and experienced Customer Service Team Lead to oversee our team of 8 offshore representatives. As a Customer Service Team Lead, you will play a pivotal role in ensuring our customers receive exceptional support and fostering strong relationships within our team. You will accomplish this by developing world-class B2B partnerships, adhering to industry best practices, and fostering unbeatable customer satisfaction. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto. We are looking for someone who is outgoing, detail-oriented, works efficiently under pressure, and has an incredible knack for remaining calm and positive in all situations.

Specifically, you will…

• Team Leadership: Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service.
• Customer Support: Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
• Performance Management: Monitor team performance, set goals, and provide regular feedback and coaching.
• Process Improvement: Identify opportunities to streamline processes and improve efficiency within the team.
• Collaboration: Work closely with other departments to ensure seamless communication and collaboration.
• Problem-Solving: Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently.
• A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

What’s in it for you...

• Equity/Stock options in a profitable and rapidly growing company
• Great Medical/Dental/Vision coverage
• Transportation coverage in the form of parking, rideshare, or metro credit
• Fully stocked snack bar & weekly catered lunches
• The company provided gear & swag (MacBook Pro, t-shirt, sunglasses, etc.)
• Ability to mold your career and make an immediate impact
• Work in a fast-paced, fun environment with an eclectic group of people from all over the world

You will excel if you have...

• A natural people person and relationship builder
• Passionate about serving small businesses and being apart of a growing startup
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence
• An excellent communicator, both in writing and over the phone
• Friendly, optimistic, and have a caring demeanor
• Adept at working well under pressure and with tight deadlines
• Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat

$23 - $25 an hour
$23/hr with $10k annual bonus, paid quarterly

More about us - Promenade

Promenade is a mission-driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically-focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as BloomNation, the nation’s premier network for local florists, disrupting the multi-billion dollar floral industry. After helping thousands of local florists across the country, we doubled down on our mission and began helping more small businesses who carried the same challenges of acquiring and retaining their own customers. Today, Promenade creates software for four industries - BloomNation (Floral), Promenade (Food, Liquor and Butchers) . The company is based in Santa Monica, CA along with Remote roles. 

Additional highlights…

Backed by premier industry investors such as Andreessen Horowitz (AirBnB, Box, Facebook, Lyft, Twitter, etc.), Spark Capital (Tumblr, Upworthy, Warby Parker, etc.), and Crunch Fund (Square, Uber, etc.)Named one of Entrepreneur’s “5 Sizzling Silicon Beach Startups to Watch”Located one block away from the beach on the world-famous 3rd Street Promenade in Santa Monica 

Why join Promenade?

If you want a front-row seat in seeing a company disrupt a massive industry and you love the idea of helping hardworking business owners that serve our local communities and neighborhoods, this is your place. At Promenade, everyone has a voice to create change and move the needle. No hierarchy, no bureaucracy, no politics...just real people working on solving real problems.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.