[Hiring] Customer Care Communications Lead @Leap Event Technology

Role Description

The Customer Care Communication Lead works collaboratively with Management and Team Leads to ensure that Customer Care’s support strategy runs smoothly and efficiently. A core focus of this role is owning the team’s LeapAssist (Fin), our AI support agent, from engagement and configuration through ongoing performance management for the Customer Care support model. Beyond Fin, this role blends hands-on escalation support and client communication with ownership of our knowledge base, quality assurance, and cross-functional training. You'll also help supervise and develop the Customer Care team, using data to guide decisions and building the systems that let our department scale alongside Leap Event Technology's growing product suite.

Key Responsibilities

• Fin Ownership & AI Support Management (Core Focus)
  • Lead and collaborate with management and team members to guide the deployment and ongoing management of Fin, our AI-powered support agent, across all relevant channels.
  • Continuously update and refine Fin's underlying policies and content so its responses stay accurate and on-brand as event policies change.
  • Define, track, and report on Fin's performance metrics (e.g., resolution rate, deflection rate, guest satisfaction), using data to guide tuning and improvements.
  • Own quality assurance for Fin's interactions; audit conversations, identifying gaps or errors, and implementing fixes.
  • Partner with internal stakeholders to identify new use cases and expansion opportunities for Fin as the department and product suite grow.
  • Serve as the go-to subject matter expert on Fin for the Customer Care Department.
• Documentation & Knowledge Management
  • Serve as the primary owner of Customer Care documentation, including regularly updating team canned responses to reflect current policies and best practices.
  • Maintain self-service support content, customer-facing help articles, and help site content.
  • Manage internal third-party software and documentation tools used by the team.
• Escalations & Guest Support
  • Provide additional support to Part-Time Customer Care Agents on escalated guest issues.
  • Offer insight on event-specific policies and conduct additional research to resolve agent questions.
  • De-escalate difficult situations and communicate with guests in a calm, professional, and appropriately firm manner.
• Client Communication & Refunds
  • Verify event policies directly with clients in a professional and timely manner.
  • Surface calls to action from guest inquiries and partner with clients to ensure a positive guest experience.
  • Process refunds for larger clients by working through refund lists in the relevant admin systems.
• Training & Onboarding
  • Support the training and onboarding of new Customer Care hires, setting the tone and expectations from day one.
  • Take ownership of cross-functional training across the Leap Event Technology products the Customer Care team supports.
  • Participate in interviewing, hiring, separations, and ongoing development of onshore and offshore agents to sustain a high-performing team and minimize turnover.
• Quality Assurance
  • Monitor agent interactions across phone, email, and live chat, providing constructive feedback and guidance.
  • Hold 1:1 sessions with agents upon request to review interactions in greater detail.
  • Use data insights to help managers drive decisions across the department.
• Systems & Product Knowledge
  • Develop advanced administrative proficiency in Salesforce Service Cloud, including building macros, managing queues, and identifying bugs or issues.
  • Become a subject matter expert on current and upcoming Leap Event Technology products, including Enterprise Ticketing, Mobile App Development Support, and Epic Experience/Photo Ops.
  • Continue learning and developing product expertise as the organization grows and expands its offerings.
• Data Privacy
  • Partner with the Privacy Team to fulfill data privacy deletion requests from guests.

Qualifications

• 2–3 years of experience in a Customer Service role.
• Experience managing or configuring an AI/chatbot support tool (e.g., Fin, Intercom, or similar) is a plus; comfort learning and owning AI-driven support tools is essential.
• Comfortable working with performance metrics and data to inform decisions and drive continuous improvement.
• Proven ability to de-escalate difficult situations with professionalism and composure.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Demonstrated ability to deliver clear, constructive, and insightful feedback.
• Experience or comfort with supervising, mentoring, or training team members is a plus.
• Familiarity with Salesforce Service Cloud or similar CRM/support platforms is a plus.
• Weekend availability required.

Benefits

• Medical, Dental, Vision, and Voluntary benefits
• Generous PTO
• Paid parental leave (following 12 months of continuous employment)
• 401K Match
• $200 event reimbursement
• Access to learning & development opportunities through our LMS platform and peer-to-peer LeapU program

Company Description

Leap Event Technology is a remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Pittsburgh (U.S.), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour!

If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.

Learn more: https://leapevent.tech/