Team Lead ES, CARE Operations

The purpose of the role is to bridge the gap between the strategic business objectives and the daily operations by helping team members understand how their work is connected to the company strategy. The Team Leader, CARE Operations will utilise methodologies like mentoring, coaching, or managing to implement the standards of the Quality Framework thus supporting Vista’s vision to become the design expert and marketing partner for small businesses.
The success in the role is achieved by having highly engaged employees and building loyal customers.

Role and responsibilities
The Team Lead develops the individuals and the team, to enable the effective execution of our required service, to consistently deliver the best customer experience and exceed customer expectations.
The list of responsibilities below is not a definitive list and is subject to change as the business needs deem necessary. The Team Lead may be required to undertake differing tasks within their capability.

• Ensure all team members create added value for our customers and pursue our ambitious customer service philosophy
• Ensure transparency, alignment and engagement with the Vista’s strategy, its mission, and goals. Facilitate and support a smooth transition through related organizational changes for our teams.
• Foster an environment where team members feel safe to take interpersonal risk (speaking up with ideas, questions, concerns, or mistakes)
• Create a culture of giving timely feedback in a way that helps the team members grow, develop, and improve
• Support employees’ development based on their needs, through feedback, mentoring and coaching as well as regular team-based exchange sessions
• Establish a working environment that emphasises accountability, mutual support, commitment, and engagement, inside and outside the team
• Partner closely with departments like Workforce Management, Human Resources, Quality and Learning to ensure the team is meeting the performance expectations
• Assume disciplinary responsibility for the team, including decisions around, e.g. contract extensions and probationary periods
• Relentlessly learn and improve by proactively gaining knowledge and gathering resources regarding company initiatives and professional trends within the industry.
• Act like an owner and work independently on their professional development
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Tasks and activities

• Participate in interviews to identify potential employees and make decisions around employment in collaboration with the Talent Acquisition team
• Initiate and conduct regular communication check-ins with the new hire throughout the new hire training period
• Grow and support great people by offering guidance and development support to team members while conducting development conversations, initiating personal development plans, and identifying and offering suitable development resource
• Conduct regular one-on-ones to discuss team member performance
• Facilitate disciplinary discussions as necessary
• Initiate discussions with the team on how Vista’s strategy connects to the work of the team members
• Perform quality processes (e.g. call listening, side-by-side monitoring, call calibrations etc.) to evaluate performance and development progress and be ready to take customer interactions when needed
• Identify opportunities and implement measures for improving team performance
• Reflect on and proactively ask for feedback about own performance, and drive and document development progress in the personal development plan
• Use existing learning resources and development opportunities to expand knowledge, build skills, and develop alternative behaviours
• Qualifications and education requirements
• Profound experience in a customer service setting
• Demonstrable expertise and experience in people management and development, in a constantly changing environment, and in a remote setting
• An aptitude for technology learning and the use of multiple systems
• Good understanding of principles of change management and agile organizations
• Fluency in Spanish and English
• Preferred skills and competencies
• The absolute will to deliver service excellence and gain customer loyalty
• Empathy and outstanding communication skills in one-to-one as well as group settings
• A leadership style based on partnership and empowerment
• Ability to identify and develop individual strengths and talents within the team
• Willingness and ability to constantly learn from feedback and continuously develop your own skill set
• A structured, thorough, and sustainable working style
• Ability to gather and interpret available data to guide and/or reason a decision

Vista Behaviours
The Vista Behaviours provide a common language and shared understanding for how we expect all team members to carry themselves and are the behaviours we most value as an organization. They serve as a universal set of principles that outline how we should evaluate decisions and debate. They provide clarity on the culture we need in order to perform and be successful at every level of the organization.

• Obsess over our customers and creators
• Act like an owner
• Be bold
• Be data-driven
• Constructively debate as trusting colleagues
• Deliver amazing results together
• Find, grow, and support great people
• Relentlessly learn and improve

Why You'll Love Working Here:

There is a lot to love about working at Vista. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team.

About Us:

Vista is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. VistaCreate, 99designs by Vista and VistaPrint, all under the parent brand Vista, represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

Commitment to Diversity, Equity, & Inclusion:

Vista exists to help our customers live their dreams. Each dream is unique – and the Vista team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer:

Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.