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
- Excellent written communication skills
- Strong sense of empathy

- Previous experience with web-based customer support tools
- Not a requirement, but a decent sense ofhumordoesn't hurt :)
- Experience with SaaS
- 3+ Years experience in Customer support

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?

MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.

Originally posted on Himalayas