Job Details
Skills And Tools:
Job Description
We're running an Online Hiring Tournament on July 28th to hire Customer Support Managers (USD $100K/yr).
This event will include all testing for the role. Upon grading the deliverables from the event, we will set up qualified candidates with an interview with the hiring manager. This is a 100% remote, full-time role.
You can see more details about this role here:
https://www.eventbrite.com/e/customer-support-manager-100kyr-online-hiring-tournament-remote-registration-48205611281?aff=geoAnnWuzzuf
Do you want to work for a support team, unlike any other support organization? In this role, Coaching is key, as we have an innovative model where every agent learns every product. One of my main duties is to onboard my new agents into our unconventional Agent University, a self-learning system through which they get to know every single product and after graduation, all agents go into our Pair Support Program. Never heard of it? Sure, it is our very own program in which together with a ‘’navigator’’ new agents ‘’drive’’ through solving real customer tickets guided by top performer agents. The goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.
Job Requirements
- 5+ years of managing 15+ person software support teams
- Experience with deep diving for >500 tickets volume per week
- 10+ years experience managing and coaching L1/L2 software support engineers
- Exceptional communication and leadership skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential
- Fluency in any of the following languages is preferred; French, German, or Czech
