We are a small PC Utility software company looking for a talented and experience Support Manager to oversee and streamline our team of Customer Service Agents. This is a full time position, in which you will directly manage 5-10 agents and report to the company senior management. We want a skilled leader and not merely a support agent who can make a schedule. As such, we are willing to pay a premium to secure a top candidate, and will pay $20-25/hr commensurate with skills and experience for this position.
Job duties are as follows:
- Schedule, manage, provide training/feedback for, hire and fire support agents as needed
- Provide regular detailed reporting to senior management on all relevant aspects of support team performance, including ticket response times, refund/chargeback rates, workload metrics etc.
- Monitor customer issues, highlighting any potential problems and areas of improvements, and effectively communicating these to management
- Creating and optimizing email/chat...