General Purpose
USA Wrestling has launched its proprietary event management software on January 1, 2025. USA Wrestling is looking for a Customer Service Team Lead to provide front-line direction to our Customer Service Representatives and provide direct customer service support to USA Wrestling’s 340,000 members as they adopt and implement this software. This role involves learning and maintaining expert-level knowledge of our event management software so that the team lead and team members can provide real-time, hands-on support to our members who are using the software to manage their tournaments. The Customer Service Team Lead will ensure quality service is provided with every customer interaction. This position will also promote professional and personal development by collaborating with leadership on performance evaluations and training initiatives.
The position is full-time and located in Colorado Springs, Colorado. The full-time work week will be allocated throughout all seven days, including weekends during the wrestling season, to ensure that our members have support while they are actively using the software.
Duties and Responsibilities
- Manage our team of customer service representatives.
- Provide direct customer service support to our members.
- Gain expert level knowledge on all USA Wrestling software offerings and web pages.
- Ensure proficient training, professional development and employee engagement is sustained in order to prepare, grow and retain employees.
- Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements.
- Be responsible for creation and updating user manuals, webcasts, and training videos related to USA Wrestling’s software suite.
- Use critical thinking to develop solutions to improve business performance and user success.
- Motivate teams through relationship building and real-time coaching.
- Coordinate staffing schedules in collaboration with the organization’s leadership.
- Demonstrate a positive work ethic and commitment to achieve the best possible outcomes.
- Travel to select USA Wrestling events to support the Events department team, build relationships with our key stakeholders, and support software implementation on-site.
- Other projects as assigned.
Qualifications
- High school diploma or equivalent (required).
- Some post-secondary education or completion of a post-secondary degree with a major in Business, Communications, Education, or the Humanities.
- 1-2+ years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role.
- Experience dealing with escalated issues in a contact center capacity.
- Experience in wrestling as an athlete, coach, official or in a leadership role with a USA Wrestling state association or USA Wrestling chartered club.
- Basic knowledge of Google Suite (Sheets, Slides, Docs, Drive) is an asset.
- The ability to use spreadsheet applications to maintain and develop operational reporting.
- Exceptional time management, organizational and prioritization skills to complete work in a timely manner.
- Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment.
- The ability to work a variety of shifts, including days, evenings, and holidays.
Hiring Pay Range
Compensation commensurate with experience.
$70,000 - $80,000 per year.
Benefits:
$70,000 - $80,000 per year.
Benefits:
- Paid vacation, personal and sick time.
- Over 10 paid holidays per year.
- 403(b) retirement plan.
- Medical, dental and vision insurance.
- Employer paid life insurance.
Other Information
The USA Wrestling Office is located in Colorado Springs, CO - ability to work from the office is required. This position reports to the Director of Application Development.
USA Wrestling is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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