Homeowner Support Team Lead

Porch Group is a vertical software company reinventing the home services and insurance industries. Through our family of technology, SaaS, and Insurance companies we are able to offer innovative software and service solutions to more than 28,500 companies, and 350,000 policyholders across the country. Our mission is to completely transform the way people buy, sell, move, and manage their homes throughout their home journey. Sure, it's a tall order to transform a $320 billion industry, but we're already well on our way. Since we were founded in 2012, we've stuck to our values and our commitment to foster a "No Jerks, No Egos" culture, which is a big reason we've gone from a scrappy startup to a Nasdaq-listed company and the industry-leading partner for the home in less than eight years. At Porch Group, no two days will ever be the same and you'll have the opportunity to help solve big problems, with a refreshing balance of team support and ownership of your work. The future is bright for the Porch Group, and we'd love for you to be a part of it, as our **Porch Services | Homeowner Support Team Lead** **THE POSITION** The Homeowner Support team provides support to homeowners embarking on home improvement projects. As a member of our team, you will - field inbound phone calls and use your excellent communication skills to help homeowners submit rich project descriptions and connect with pros, answer general support questions, and deliver high-quality customer service. Your success is measured by customer satisfaction, defined SLAs, customer conversion, and quantitative communications scores. **WHAT YOU WILL DO**: - You will spend 50% of your time on the phone, leading your team by example, and 50% of your time handling administrative work (Call Coaching, 1:1s, Team Meetings, Shadowing Sessions, etc..) - Achieve Booking quota and quality metrics. - Give feedback to team members on Bookings that are below expectation. - Assist in improving policies, procedures, and systems by providing feedback to your manager. - Assist in new hire training. - Assist in team calls and eventually run team calls. - Meet and exceed goals set by the manager. - Assist in Performance Management. - Identify and execute coaching opportunities with teammates. - Provide feedback to managers to help team members, improve the process, improve tools, messaging, and overall team performance. - Contagious positive attitude and a role model of professionalism for others to look up to. - Monitor chat rooms to answer questions from team members immediately. - Responsible for helping 100% of your team achieve minimum quota expectations. - Conduct weekly 1:1's with team members to help them achieve goals and identify areas of improvement through shadowing sessions and CDJs (Customer Delight Jams). - Understand each agent's personal and professional goals so you can hold them accountable to those standards. **WHAT TO EXPECT**: - **Quick recruitment process** through video calls. - **Pay**:an attractive base pay rate per hour. - **Bonuses**: a compelling bonus plan to motivate you to go beyond and above to reach your goals. - **Training**:paid initial training, as well as on-going training to help you develop in your role and career. - **Career path**: this is only the beginning We offer real opportunities for career growth as our team keeps on growing - **Support**:You're working from home but not alone Your team is available in real-time to help you be successful - **Work/Life Balance**:This is a 100% remote job which means no more time wasted in traffic Spend more time at home, where your family needs you **WHAT YOU BRING**: - Excellent written & verbal skills - A commitment to individual excellence and a proven team player - Desire to work in a fast-paced sales and customer service environment - A positive attitude and pride that stems from doing great work - Comfortable with addressing high and low-performing teammates to help them improve. - Regular attendance and punctuality are essential to our business and to this position. - Comfortable with the usual suite of software productivity tools like MS Office or Google Docs and the ability to learn new software solutions. - Excellent listening skills and attention to detail. - The ability to work independently in an environment that changes rapidly - **Workspace**:A quiet space to work, an internet connection of at least 30 Mbps download | 10 Mbps upload. - **Equipment**:a laptop (or a desktop computer) and an internet connection that meet our minimum requirements. **What's next?** Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all