What We Do:  

KinderSystems (www.KinderSystems.com) is the leading provider of subsidy management software-as-a-service (SaaS) solutions to state agencies, Head Start programs, and child care providers. Built and supported by industry experts, KinderSystems envisions a world where all families, no matter their income level, have access to high quality child care. Hundreds of agencies in the publicly funded child care sector use KinderSystems applications via the cloud or mobile devices to streamline their operations, ensure compliance with government regulations, and meet the needs of the families they serve.  

Team Lead 

The California Team Lead is a player/coach position, answering phone calls, chats, and emails from our CA customers and providing support to a team of Customer Support Specialists.  This position will require you work hours that align with our California hours and team: 8am PT-5pm PT, and that you are located in California.

What you’ll do with us: 

In addition to your job responsibilities as a Customer Support Specialist, you will: 

• Directly supervise a team of Customer Support Specialists: 
  • Provide coaching and guidance to the team on performance, evaluations, assessments, and goals 
  • Assist with technical support questions and issues 
  • Manage attendance and other administrative tasks related to team management 
  • Administers team activities in multiple performance tracking systems 
  • Assists team members with cases, escalation, and meeting customers’ needs from various communication channels 
• Provide Operational direction and support: 
  • Analyze coverage across support shifts, providing recommendations for adjustments as needed and ensuring SLAs are met 
  • Manage the team calendar, ensuring that the call queues are appropriately staffed when team members are scheduled to be off the queues for implementations and trainings, and making adjustments as needed 
• Provide oversight and guidance on new customer onboarding and implementations 
• Manage the user group sessions and webinar series: develop content, facilitate or present, and analyze engagement and effectiveness to make adjustments.  
• Monitor and stay informed on California regulatory changes, and work closely with Product team to build regulatory changes into our products  
• Partners with various departments to provide high-quality and effective services. 

Who you are: 

• Strong interpersonal communication skills. This includes writing, presentation, and verbal communication skills with both internal and external customers.  
• Highly motivated, independent, and self-driven.  
• Strong Operations background.  You like looking for process improvement opportunities and coming to the table with ideas. 
• Strategic, and able to look at the big picture but also dig into details and read data to make decisions.  
• Previous experience leading or managing a team is required. Must be passionate about leading others to succeed, and not afraid to have hard conversations.  
• Ability to use documentation tools, training tools, and design tools is essential. 
• Training certifications are a benefit. 
• Experience in the use of standard Microsoft operating systems (including Outlook, Excel and PowerPoint), database systems, and applications programs helpful. 
• Three or more years of on-the-job technical writing, training, or education experience is preferred. 
• On-the-job experience in early education administration, subsidized childcare administration, or school district administration is highly desirable. 
• Ability to travel throughout California for customer engagements and conferences.  

What We Offer:  

• The ability to work remotely from anywhere in California, with frequent travel required throughout California
• Compensation range is $20-30 per hour; based on experience 
• Benefits include medical, dental, vision, 401(k) with company match, and generous PTO 
• Friendly, supportive, and adventurous environment with a team of engaged colleagues 

KinderSystems actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.  

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and complete the required employment eligibility verification form upon hire.