Customer Service Lead - Hybrid

A Little About Us Oats Overnight is changing the way people eat breakfast, and since launching in 2016, our high protein spoon-free oatmeal has been enjoyed by over 1,000,000 customers.
We are scaling quickly in both direct-to-consumer and retail with the goal of becoming a household brand.
We have end-to-end control of all phases of the business, producing and fulfilling the product in-house, which is extremely rare for companies our size.
This allows us to create new flavors and products quickly and is a tremendous advantage for our brand – we’re able to give customers a behind-the-scenes look at what we do, highlighting our people and process in content.
Being vertically integrated also enables us to incorporate customers directly in the development process.
A Little About How We Do Things Starting with our founder/CEO and extending to multiple teams across all departments, many of us come from non-traditional backgrounds.
This is a superpower – we are not stuck in traditional industry patterns, but instead leverage extreme rationality and first principles thinking to solve problems and find new opportunities.
This is a special place to work, and our team is what makes it that way; this is why every employee is also an owner.
As such, there is a high level of expectation for all team members.
What We’re Looking For Someone that can partner and influence at all different levels Ability to handle multiple priorities and navigate in a fast moving environment Expectations will be clearly set, but an ambitious approach to the work is key Ability to artfully convey even subtle or complex messages clearly, as appropriate for the topic and audience.
A relentless drive to get things done.
Curious and entrepreneurial mindset.
Enjoys working in a highly collaborative and supportive team environment Flexible, willing, and quick to learn new processes, new technology, and new ways of thinking.
What’s The Job? Oats Overnight is committed to providing world-class customer service, and we are looking for passionate, dedicated, and hardworking customer service lead representative who is looking to work with and motivate a team of top notch customer service representatives.
Wed - Sunday Shift 3 Days a week in office 2 Days a week remote What You’ll Be Doing, Stop Scanning and Read This Part Master inbound ticket requests Understand tasks and prioritize Motivate the customer service team successfully Pulling and understanding KPI data Write SOPs for the Customer Service Team Train new hires on the Customer Service process Initiatives: Fully engage with company initiatives identified as critical to the success of business.
Interact with cross-team Internal Stakeholders as needed Other duties as assigned What You’ve Done And Who You Are Experience and desire to support a culture built on collaboration, sharing of ideas and celebration of successes as well as drive for positive outcomes with cross-functional teams.
High School Diploma or equivalent Must be 18 years or older.
Prior lead or escalation experience 3 Years in customer service Strong organizational skills with the ability to prioritize multiple assignments.
Excellent time management.
Strong oral and written communication skills Why You Might Like Working Here This is going to be fun.
Casual, friendly culture.
We’re serious about what we do but we don’t take ourselves too seriously.
We are a fast-growing company, and you will have stock options.
High growth potential with opportunities to expand Free oatmeal.
It’s very good.
Why You Might Not Like Working Here It’s not a cushy job, the bar is high We are growing quickly, and have a fast-paced work environment.
Physical Demands Speaking: Constantly (investigates, collaborating with multiple department’s, status updates, keeping key partners informed of daily progress of material request) The Perks Full Benefits; Medical, Dental, Vision and Life Weekly Pay 401K Stock options, every employee is an owner Free, delicious oatmeal And last but never least….
We value people who roll up their sleeves and support their fellow team members.
We embrace diversity and encourage equal opportunity every chance we get, and we look forward to learning from people whose backgrounds, skills, and perspectives challenge and enrich our own.
Oats Overnight provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.
Oats Overnight complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.