Field Services Team Lead

Who we are:

We are Cram Crew, a one-on-one, in-home tutoring firm. Tutoring firm? Yep, tutoring is what we do, and we’re dang proud of it. We’re looking for an exceptional field team manager who will enable our field team (tutors) to achieve their goals while ensuring an outstanding client experience is being delivered with consistency.

Because our consultants (tutors) work in-home, they are referred to as our field team. The Field Services Team Lead plays an integral role in ensuring client experience standards are being met, setting clear goals and expectations for our consultants (tutors), and cultivating an environment in which employees thrive through mentorship and support.

This position will be based in our Houston location.

*The candidate we hire for the Field Services Team Lead position will initially be on-boarded to a “Field Services Assistant” position in order to work alongside our current interim Houston Field Services Team Lead to sufficiently learn the administrative side of this role. Upon 90 days within the Field Services Assistant role, we would then provide a formal timeline/assessment for the promotion and transition into the Field Services Team Lead role. Part of this training may take place in Austin.

What we offer:

  • Thorough, hands-on paid training to provide employee with firm knowledge and understanding of the position and our processes
  • A collaborative and supportive team of colleagues
  • Team-building and social events
  • Professional development, including an annual company-wide conference
  • Opportunities for professional growth within Cram Crew
  • Paid time off and holidays
  • Matching 401(k) program
  • Medical, dental, vision and long-term disability insurance*

What you will be responsible for:

Field Team Management

  • Managing our field team of consultants (tutors) who typically work remotely for sessions in clients’ homes
  • Fostering a positive relationship between consultants and office staff while promoting a shared goal of creating and maintaining an outstanding client experience
  • Contributing to the growth of the business by assigning suitable student-consultant pairings, maintaining high standards for outstanding customer service, and motivating consultants to exceed personal goals
  • Setting clear expectations and goals for each employee and monitoring progress and results through management and completion of various tracking spreadsheets on a weekly basis
  • Leading field team members with integrity while upholding ethical standards
  • Providing mentorship and support to all employees and working with other team leaders to cultivate an environment in which employees will thrive and perform to the best of their abilities
  • Holding field team members accountable for the delivery of exceptional customer service, outstanding performance, and integrity in all company operations

Business Operations

  • Leading and facilitating the interview process for field team candidates and making hiring decisions
  • Serving as a member of Cram Crew’s Leadership Team through participation in weekly leadership meetings
  • Working closely with our General Manager to plan the company’s growth and development with administrative tasks and special projects as needed

What you should offer:

  • Minimum of two years of proven management experience with a demonstrated successful record of coaching and mentoring employees to achieve optimal results
  • Excellent written and verbal communication and interpersonal skills in addition to a strong attention to detail
  • Confidence and experience in resolving conflicts in a timely, professional, and effective manner
  • Exceptional organizational, time management, problem-solving, and decision-making skills
  • Proficiency with Microsoft Office software
  • Bachelor’s degree or equivalent experience
  • Available to work 40 hours per week during normal business hours and flexibility to work occasional evening or weekend hours
  • Able to commit to position with Cram Crew for a minimum of two years

 Apply Here