Customer Support Quality Manager
Our team is very small and friendly.
Hours: Extremely flexible - you can work any weekdays/weekends.
All we ask is that you stay for at least 2 hours at a time. We are currently offering up to 20 hours of work per week.
We have a team of 8 who's handling customer support. We are seeking a senior support specialist to head, monitor and improve the support delivery.
Primary Responsibilities
- Manage a team of customer support executives
- Train them in best practices
- Making sure all support tickets are handled as per SLA
- Developing new training modules
- Understanding issues and improving knowledgebase
- Maintain metrics & documentation
In addition you will also be handling direct support queries
- Use online software to answer customer questions via email & chat
- Help customers solve a wide variety of issues
- Solve problems creatively
Qualifications
- Excellent written communication skills
- Strong sense of empathy
- Previous experience with web-based customer support tools
- Not a requirement, but a decent sense of humor doesn't hurt :)
- Experience with SaaS
- 3+ Years experience in Customer support
Additional Information
Please specify if you are can handle a multi role.
This is a remote position.
Mandatory information to be sent during application
- Expected Hourly rate
- Number of hours available per week
- Timezone and schedule of availability (example 10 am est to 2 pm est)
- How soon can you get started
- Any additional skills which we should know about
- What support software have you had experience with?