Customer Service Team Lead

Base pay range: $23.00/hr - $25.00/hr

Promenade (formerly Bloom Nation) is scaling rapidly and seeking a Customer Service Team Lead to oversee an offshore team of 8 customer support representatives. This role is essential for ensuring customers receive exceptional support and fostering strong relationships within the team. This role is best suited for someone who is passionate, empathetic, driven, and loves solving complex problems with grace and gusto.

• Lead and motivate a team of 8 offshore customer support representatives to deliver exceptional service.
• Directly handle complex customer inquiries, troubleshoot issues, and provide timely solutions.
• Monitor team performance, set goals, and provide regular feedback and coaching.
• Identify opportunities to streamline processes and improve efficiency.
• Work closely with other departments to ensure seamless communication and collaboration.
• Analyze customer issues and implement effective solutions to resolve problems quickly and efficiently.
• Act as a product evangelist, helping customers and partners use Promenade products to connect local businesses with their community.

• Equity/Stock options in a profitable and rapidly growing company.
• Great Medical/Dental/Vision coverage.
• Transportation coverage in the form of parking, rideshare, or metro credit.
• Fully stocked snack bar & weekly catered lunches.
• Company‑provided gear & swag (Mac Book Pro, t-shirt, sunglasses, etc.).
• Ability to mold your career and make an immediate impact.
• Work in a fast‑paced, fun environment with an eclectic group of people from all over the world.

• A natural people person and relationship builder.
• Passionate about serving small businesses and being part of a growing startup.
• Tech savvy and can quickly pick up sales/support tools such as Zendesk, Salesforce, & Confluence.
• An excellent communicator, both in writing and over the phone.
• Friendly, optimistic, and have a caring demeanor.
• Adept at working well under pressure and with tight deadlines.
• Experienced with customer service (retail or service industry experience a big plus!) or customer support, including phone, email, and/or chat.

Promenade is a mission‑driven company empowering local businesses with products and services that allow them to thrive online and offline. We build vertically‑focused software catered to each industry we serve, leveling the playing field between the small business and large aggregators. Promenade was originally founded in 2011 as Bloom Nation, the nation’s premier network for local florists, disrupting the multi‑billion dollar floral industry.

Today, Promenade creates software for four industries – Bloom Nation (Floral), Promenade (Food, Liquor, and Butchers). The company is based in Santa Monica, CA and offers remote roles.

Backed by premier industry investors such as Andreessen Horowitz, Spark Capital, and Crunch Fund. Located one block away from the beach on the world‑famous 3rd Street Promenade in Santa Monica.

We may use artificial intelligence (AI) tools to support parts of the hiring process. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.