Model Program Team Leader

If you are eager to learn new things every day, love to solve puzzles and lead people towards success, then we are the place for you! Based out of our Montreal office, you will be working alongside and leading a team within a fast-paced, fun, challenging and creative environment to achieve departmental goals. This position is full-time and permanent! As a Team Lead, you will focus on managing and developing direct reports, provide world-class support to content creators, build and implement programs and procedures to improve productivity while ultimately enhancing user experience.
Please note that this is a hybrid position until further notice. This means that we will require some in-office attendance, but the role will have the ability for remote work.
What You'll Be Doing

• Build effective teams through task delegation, coaching and performance management (conduct evaluations)
• Become a product expert in a rapidly changing environment and loop feedback to improve internal tools
• Process monthly model earnings and payouts while meeting tight deadlines
• Communicate successfully across all levels; build and distribute reports, attend and schedule meetings to share company and departmental updates and achievements
• Create schedules to maximize support coverage and meet business needs
• Seek out and implement faster response times without compromising quality
• Interview, hire, and facilitate training for new employees,
• Solve problems and puzzles as they arise; identify root cause and implement solutions decisively
• Perform other department duties as assigned
• Maintain training materials and workflow documentation to ensure all protocols reflect the most up-to-date processes
• Review and validate model content and personal identification to ensure all compliance standards and protocols are followed
• Manage productivity and achieve all business KPIs for email and chat support
• Act as a point of contact to review and resolve escalations

Must Haves
What you’ll need to be successful:

• Access to reliable internet
• Fantastic attention to detail
• 2+ years’ experience in a supervisory or management role
• Experience working with CMS and Ticketing Software (Salesforce or Zendesk)
• Empathy and a focus on delivering a personal experience
• Proficient in MS Office (Outlook, Word, Excel, & PowerPoint)
• An ability to learn and adapt quickly
• Excellent communication skills in English (written and verbal)
• Tech savvy; extremely fast and organized
• Passion for problem-solving
• Pro-active and resourceful; ability to multi-task under tight deadlines

Nice-to-haves

• Other Languages (written Spanish, Russian, German) a plus!
• Bachelor’s degree in Business studies or related fields
• Available to work evenings and weekends

As an equal opportunity employer, we celebrate diversity and are committed to creating an inclusive environment for all employees
In this role you may be exposed to adult content