Consumer Support Team Lead

Consumer Support Team Lead

The Minnesota Star Tribune is an innovative modern media organization building on an extraordinary 158 year legacy. With seven Pulitzer Prizes and numerous other accolades, we stand as a beacon of journalistic excellence in Minnesota. We are the heart and voice of the North.

Our mission is to build a better Minnesota by connecting us with the people, ideas, and stories that strengthen our communities. We're seeking dynamic leaders who are passionate about journalism and democracy to help shape this future. If you are excited about reinventing one of our state's most trusted institutions and leading us into a new era of growth and excellence, we want to hear from you.

We are looking for a friendly and hard-working Consumer Support Team Lead to join our developing team in Minneapolis MN. The individual in this role will be responsible for overseeing team members, resolving escalated customer questions or complaints and developing programs and procedures to enhance productivity and performance. The Team Lead is also responsible for training newly hired employees. Candidates must be available to work between 8:00 AM and 7:00 PM Monday through Friday, and between 9:00 AM and 6:00 PM on Saturday and Sunday.

Responsibilities:

• Coordinate and manage Customer Care Team workload, ensuring timely completion of tasks and appropriate distribution of assignments.
• Lead, coach, and motivate team members through regular performance reviews, quality assurance checks, and ongoing feedback.
• Recruit, train, and onboard new support representatives while maintaining updated training and reference materials.
• Provide direct customer support for escalated issues and ensure a high standard of service quality.
• Oversee scheduling and daily operations to meet and exceed performance targets.
• Collaborate with internal teams to improve processes, documentation, and communication for greater efficiency and customer satisfaction.
• Represent customer needs across departments, escalating trends and supporting new process or application launches.

Qualifications:

• High school diploma or equivalent required.
• Previous customer service experience with strong interpersonal and communication skills.
• Demonstrated empathy, active listening, and problem-solving abilities when interacting with customers.
• Proficient in Microsoft Office and able to quickly learn new software applications.
• Strong organizational and time management skills with the ability to multitask and maintain attention to detail.
• Friendly, collaborative, and team-oriented approach with a focus on delivering exceptional customer experiences.

Compensation Range:

The compensation range for this role is $24.03 -$26.44/hour. Compensation for the role will depend on several factors, including a candidate's qualifications, skills, competencies and experience and may fall outside of the range shown. The Minnesota Star Tribune offers a competitive total rewards package, which includes a 401(K) match, healthcare coverage – medical, dental, and vision, life, disability, paid time off, and a broad range of other benefits.

More about The Minnesota Star Tribune:

• Modern Downtown Office: Enjoy a state-of-the-art workspace with a free fitness center, collaborative center, golf simulator, and a rooftop patio.
• Comprehensive Benefits: Includes commuting subsidy, medical, dental, and vision insurance.
• Wellness & Work-Life Balance: Participate in our wellness program with financial incentives, generous paid time off, flexible holidays, one volunteer day, and two wellness days.
• Financial & Family Support: Benefit from a 401(k) with company match, paid parental and caregiving leave, hybrid work arrangements, and tuition reimbursement.
• Additional Perks: Access to an employee assistance program, pet insurance, flexible spending accounts, and health savings accounts.

2025 award winner of Fast Company's Most Innovative Companies in Media and News and proud recipient of Newsweek's Greatest Midsize Workplaces 2025 recognition.

Equal Opportunity Employer:

Even if you don't meet every single requirement for this role, we encourage you to apply. At The Minnesota Star Tribune, we are dedicated to building a diverse and inclusive workplace and welcome applicants from all backgrounds.