Jr. & Sr. Team Leads
Start a career in tech: Join the team that’s supporting the latest cutting-edge AI language models.
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The Business Context
You already use AI in many ways—like deciding what products and services to order—and it may be most familiar to you as a chatbot, as an avatar-maker, or as a way to unlock your screen. But here’s what AI may be able to help the world with finding medical diagnoses, teaching you about scientific research, and calculating the complexities of any function.
But, like humans, algorithms are what they eat. They’re only as good as the rules they know and the data they’re trained on. We’re the team that helps model these behaviours.
The Role
We are hiring Jr. & Sr. Team Leads for new and continuing processes for an existing online delivery platform client. Candidates must be proficient in verbal and written English and meet all requirements. Below is a non-inclusive list of what may be expected on a daily basis.
Day in and day out, you will:
Clear Structured Communication:
Maintain effective communication channels with the client, within the operations team and across other departments.
Ensure that all team members are aware of and meet or exceed project deadlines, priorities, SLAs and expectations.
Facilitate communication between team members and stakeholders to identify and address any issues or concerns.
People Management:
Manage and mentor a team of agents, providing guidance, support, and coaching that enables agents to course correct on their own.
Foster a positive and collaborative team culture by promoting teamwork, open communication, and recognition of achievements.
Be available for team and 1:1 sessions.
Oversee performance evaluation processes.
Process Management & Attention to Detail:
Ensure that all operational processes are executed with precision, accuracy and meet or beat SLAs.
Conduct regular quality checks to identify and address any errors or discrepancies.
You will become the expert in your process.
Ability to follow precise details and workflows provided by the client
Create supporting documentation for your team's reference materials. This may require the ability to read technical documents and create an easy-to-understand & follow along version for your team.
Ensure your team is executing at 98% process accuracy.
Identify areas for improvement and implement solutions to optimize operational efficiency.
Cross collaboration with other onboarding teams.
Analyze data and metrics for reporting, quality, efficiency, RBAP (Result Based Pay)
Requirements
Must meet minimum system and internet requirements
20 download, 5 upload Mbps
Dual-core processor with hyperthreading
8g RAM
Win10 or Mac OS or newer
A backup power supply (UPS or generator) if your area is prone to power outages.
Must have a microphone and webcam with excellent audio & good video.
Fluent in verbal and written English.
Full-time availability with overtime and weekend flexibility.
Main working hours are 9am - 5pm PST.
Attention to detail.
Previous management / leadership experience.
An ownership mentality and a hunger for learning and self-improvement.
Ability to solve problems, create solutions and to think critically and holistically.
*Alcohol and alcoholic items will need to be worked with.
Nice to Have
Experience in or with:
Spreadsheets
Volume & capacity management
Quality management; QA & auditing
Sheets & documentation creation and management
Online delivery platforms
Restaurant knowledge and/or experience
North American stores, foods, items & brands
Reporting
Scheduling
Presentation creation and delivery
Client facing emails
Outreach / Calling
Salesforce experience will be an advantage, but can be learned. Focus will be in these areas:
Merchant onboarding
Restaurant / store onboarding
Enterprise onboarding
Sales & ads
Creating reports
Skills we value
Clear, well-structured communication
Attention to detail
People management; Leadership, mentoring, teamwork
Problem-solving; Analytical & strategic thinking
Planning
Decision-making
Time management
Efficiency; Process, workflow & team optimization
Project management
Sheets & Documentation creation and management
Reporting
Adaptability & flexibility
Compensation & Career
Compensation
This is an senior -level role perfect for voracious readers mid level in their careers, or for career switchers keen to enter the technology field. Pay begins between $3-$10 / hour (Base 25% | Quality 25% | Speed Bonus 25% | RBAP 25% (volume based pay) to top applicants anywhere in the world, with promotion paths available for positions that are paid upwards. The schedule is 40 hours / week based on demand.
Life & Career
Ideally you are available between EST or PST time zones. The work is steady, the hours are flexible, the work is enjoyable, and leaves room for advancement into more senior training roles and project management roles on the Invisible team as the project expands. We’re keen to share more in interviews.
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