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Customer Care Team Lead (Contact Center/Call Center)

Fev Tutor Inc

Fev Tutor Inc

Customer Service
Posted on Tuesday, April 18, 2023

Role: Customer Care Team Lead

Location: Tampa, FL (preferred)

Who you are:

FEV Tutor is seeking a passionate team leader to support our customer care team in ensuring that our customers (educators, parents/guardians, and students) experience exceptional service with each interaction in our product suite and with our team. Our ideal candidate for this role will thrive in a team-based environment, and will bring creativity and innovation as we seek optimal solutions in overcoming challenges. Highly collaborative in nature, this role embraces diversity in thought and approach and will empower our team to bring their unique perspectives to the table. If you’re eager to work for an organization making a difference in the lives of K-12 students, educators, and families – we want you on our team!

About the role:

The Customer Care Team Lead will utilize exceptional training and leadership skills to assist in creating a “Best in Class” Customer Care Team! This role will oversee the daily operations of our Customer Care Team, as well as many aspects of training, development, and quality assurance. While partnering closely with leadership, our Customer Care Team Lead will foster an environment of customer-focused support in our “people first” environment, where engaging culture is prioritized and growth is encouraged and supported. This role will help to define, monitor, and evolve standards for quality and training practices, provide clear direction, and assist with developing key skill sets among their assigned team members. In addition, they will coordinate functions of the Customer Care Team and assist to identify and bridge gaps as they arise. If developing high-performing customer care agents in a fast-growing, ever-changing environment excites you, then this is the place for you!

What You’ll do:

  • Oversee the day to day operations of the Customer Care Team, including scheduling, time-keeping and the management of team member/agent files.
  • Help develop and set performance standards and Key Performance Indicators (KPIs) that are aligned with organizational goals.
  • Monitor and review KPIs and other metrics on an ongoing basis. Provide consistent evaluation of trainee and team member performance, delivering guidance, training, and feedback/coaching through regular 1:1s. Use the ‘people first’ approach to inspire development and engagement, while fostering and supporting desired outcomes.
  • Work closely and productively with counterparts on the leadership team to ensure that department needs are maintained. Develop and optimize peer working relationships to share best practices and foster cross-departmental collaboration.
  • Proactively develop solutions as well as suggest and initiate process improvements.
  • Exercise strong training assessment, curriculum development, and learning transfer management expertise, including development and ownership of our internal knowledge base.
  • Accommodate different learning techniques (i.e., role-playing exercises, simulations, team exercises, group discussions, videos, and/or lectures).
  • Maintain accurate training records and development through our internal LMS system.
  • Appropriately handles escalations in an accurate and timely manner.
  • Assist with overflow work as needed and participate in special projects and perform other duties as assigned.

What You’ll Need:

  • The ability to work between the hours of 8 am - 8 pm Eastern Standard Time. Some Saturdays may be required during peak seasons.
  • The ability to work independently in a remote environment.
  • Internet Speed - Run a free internet speed test to ensure you meet this requirement at
    • Minimum 100Mbps Download
    • Minimum 50Mbps Upload speed
    • Ethernet connection (must be hard wired via ethernet connection to a router) – no wireless connection.
  • The willingness to use a camera - Webcam is required during meetings and throughout training.
  • A quiet, secure, uninterrupted work environment during working hours.
  • Knowledge of Google Suite and/or Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
  • Strong customer service skills - empathetic, responsive, patient, and conscientious.
  • 1+ years’ experience in the following:
    • Leadership roles, preferably in a contact center (call center) environment.
    • Providing guidance, training, coaching, maintaining regular 1:1’s, and/or handling employee files in a customer support environment, preferred
    • Maintaining performance standards, as well as monitoring and reviewing performance analytical data, KPIs, and other metrics.
    • Developing training curriculum and resources, as well as other aspects of training and development.

Additional Skills and Abilities:

  • Exceptional written and verbal skills, attention to detail, and strong listening skills.
  • Experience handling escalated phone calls and customer retention efforts through direct communication.
  • Excellent organization, time-management, and prioritization skills.
  • Ability and comfortability with easily and quickly adapting in an ever-changing and rapidly evolving, fast-paced environment while taking initiative to ensure department needs and consistent growth is maintained.
  • Highly collaborative, with the ability to work with others in a team environment to develop ideal solutions that ensure the growth and success of our department and organization.
  • Hands-on experience with Salesforce Service Cloud, Freshdesk, Zendesk, or similar ticketing or CRM systems; Desire to learn new tools and processes as we are always striving to give the best support to our customers.
  • A passion for problem-solving and quality standards, as well as building and developing a team.
  • Bilingual in the Spanish language is highly desirable, but not required.

Who we are:

FEV Tutor is an innovative edtech company that is passionately dedicated to driving improved educational outcomes in K-12 students across the United States. Founded to make high-quality online instruction available to as many students as possible, we are a SaaS virtual tutoring business that provides 1:1 and small group tutoring to predominantly disadvantaged and at-risk students.

Our critical solution to the sustained learning loss and teacher shortages caused by the pandemic has been met with measurable and clear results, and our solutions are built by and for educators. We involve our students' teachers, administrators, parents, and families in the creation of innovative tutoring programs that serve as a natural extension of the student's core classroom.

Recently acquired by Alpine Investors, a people-driven private equity firm, we are poised for growth and committed to building enduring companies by working with, learning from, and developing exceptional people. As we grow, we are dedicated to strengthening our culture of inclusion, creating diverse teams, and giving everyone an equitable opportunity to succeed.

At FEV, we believe in supporting our employees in both their professional and personal lives. We offer a range of benefits and perks that make it an awesome place to work, including a remote-first approach, high growth opportunities, competitive health and welfare benefits, generous paid time off and holidays, a monthly cell phone stipend, and a fun culture that prioritizes professional and personal growth while encouraging work/life balance.

If you are passionate about education and driven to close social inequity gaps, we invite you to join our team of like-minded individuals who are working towards a more equitable educational future for our youth.