Operations Team Lead

About the Role: TOOTRiS is seeking a highly skilled, motivated Operations Team Lead, Concierge to join our dynamic operations team. This is a hands-on customer support and escalation role for someone who can confidently resolve complex issues, manage multiple priorities, and deliver an exceptional experience for parents and child care providers. You will serve as a key escalation resource, support enrollment and provider workflows, lead customer education, and help identify opportunities to improve the service experience. The ideal candidate brings strong customer support judgment, experience with technology-enabled service tools, and a calm, empathetic approach to high-priority situations. How You Will Make an Impact Provide friendly, accurate, and timely support to parents and child care providers as they navigate enrollment and platform interactions. Serve as a primary point of contact for complex and urgent escalations, ensuring prompt resolution and clear communication. Help guide parents and providers through enrollment-related workflows and transactions with care, accuracy, and attention to detail. Lead engaging training sessions and webinars that help parents and providers understand and use the TOOTRiS platform and available benefits. Support new child care providers as they join the platform, connecting them with the resources and guidance needed for a smooth onboarding experience. Partner with internal teams to identify recurring issues, share customer feedback, improve support processes, and strengthen the overall customer experience. Maintain accurate case notes and customer records in TOOTRiS systems and follow established escalation and quality standards. Represent TOOTRiS at client sites and events, showcase our services, and build strong, positive relationships with clients and partners.

Qualifications: 2+ years of customer service, help desk, concierge, operations, or similar customer-facing experience. Experience providing customer support by phone and live chat, ideally in a high-volume or technology-enabled environment. Proven ability to manage multiple live chat conversations or cases at once while maintaining a calm, empathetic, and solution-oriented approach. Strong written and verbal communication skills, with the confidence to explain processes clearly to parents, providers, and small business owners. Experience handling escalations and resolving complex customer issues with professionalism, sound judgment, and follow-through. Strong attention to detail, organization, and accuracy when supporting enrollment-related workflows and transactions. Passion for delivering exceptional, customer-centered service and improving the customer experience. Comfort working in a fast-paced startup environment, with the patience and adaptability to manage diverse situations effectively. Technical proficiency with CRM and support tools, such as Salesforce, Hub Spot, Zendesk, and Microsoft Office. Willingness to travel to client sites and events as needed.

Salary range: $30.00-$32.00 per hour, based on experience and qualifications. Benefits: Comprehensive benefits, including health, dental, vision, and paid time off. Professional GrowthTOOTRiS offers opportunities for professional development and career growth within a collaborative, mission-driven team. You will work alongside colleagues who are committed to making a meaningful difference for working families and child care providers.

How to Apply: Please submit your resume and a cover letter describing your relevant experience and interest in the role to hiring manager Karina Diaz at kdiaz@tootris.com. Do not use the Linked In auto-apply. TOOTRiS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.