Partner Support Supervisor

Who is Bird

Bird is on a mission to bring environmentally friendly transportation to everyone. Our products, services, and people share one common goal: to make cities more livable by reducing gas-powered car usage, lowering carbon emissions, and improving the safety of all road users.

We are relentless in our pursuit of better—for our riders, for our partners, for our employees, and for future generations. Our award winning electric vehicles help millions of riders take carbon-free trips in more than 300 cities globally. And our teams push boundaries and challenge the status quo in pursuit of a brighter future.

The Global Partner Strategy and Success (GPSS) team drives revenue and operational improvement from Bird B2B Partners across the World. We are looking for a goal-oriented, driven & positive supervisor to join and lead our expanding Partner Support team. You are responsible for developing and leading our Partner Support agents, solving complex issues, and improving overall partner experience. You'll collaborate with operations, product, and engineering, to provide insights and ensure our B2B partners are set up for success.

Responsibilities

• Directly lead and motivate Partner Support specialists to deliver on key performance indicators (KPIs) within a time sensitive and demanding environment. Conduct regular 1:1s and team meetings, and provide real-time feedback to continually develop the team.
• Act as a subject matter expert to help your team solve challenging tickets. Manage escalation processes to stakeholders on other teams, including product, engineering, operations, and vehicle. 
• Ensure support content is up to date, including trainings, SOPs, help center, and macros, and work to continuously improve them. 
• Audit your team’s performance through both ad hoc and structured quality assurance processes and identify opportunities for improvement.
• Report on weekly key performance indicators to management and other stakeholders. Identify trending issues and share insights with other groups.

Requirements

• BA/BS degree required, master degree(s) preferred
• 2-5 years in customer service, with at least 1 year as a team lead or direct manager
• Extremely customer centric
• Passionate about leading and developing people and creating a positive and supportive work environment
• Able to solve complex and technical challenges without always having clear instructions. Not afraid to ask questions or escalate issues in order to get to the root cause. 
• Strong communication and interpersonal skills 
• Comfortable managing to and reporting on KPIs
• Preferred experience with Zendesk, Salesforce, Dialpad, Tableau, or similar tools

Culture at Bird

We're an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.

Perks up

We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a generous employer-paid healthcare package, childcare support, pre-tax spending accounts, mental health resources, a work from home stipend, a wellness stipend, and a whole host of other out of the box benefits that meet you where you are.

Bird is the world

Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.

Sound like a place you’d like to work? Sweet. Let’s chat.