Job Head of International Customer Service

Loc de munca (Remote) la StarOfService

Publicat pe 15 martie

The incoming Customer Support Manager will have a passion for people management and leadership, and will be able to display a track-record in building motivated, high-performance, results-driven teams. Furthermore, they will be a strong communicator and build relationships built on trust and respect across the broader business.

It is extremely important that the incoming Customer Support Manager have the ability to work within a rapidly changing environment and can drive a culture of growth and ambition. The successful candidate will be able to manage a number of different work streams and will enjoy facing the daily challenges that present themselves in a dynamic, high-growth environment.

Job description

  • Manage the day to day operations of the global support team 
  • Analyze current user policy/processes to determine their effectiveness 
  • Create business cases to execute change requests where needed 
  • Maintain measurable KPI’s for improvements and areas of opportunity 
  • Review and monitor agents for policy and process compliance 
  • Motivate the team to meet their objectives 
  • Enhance existing training materials to ramp up onboarding of new hires 
  • Reinforce existing policy and procedures for existing agents 
  • Document team processes and procedures 
  • Develop employee appraisal and PIP plans

PERSONAL ATTRIBUTES

  • Be active, dynamic, organized and enterprising 
  • Maintain CS etiquette and bear an exemplary attitude for the team 
  • Demonstrate a real sense of service 
  • Be pragmatic, analytical and detail oriented 
  • Must be positive and cheerful

REQUIRED EXPERIENCES

  • Previous experiences of *managing an offshore team of support agents*
  • Proven managerial/team leadership experience with a track record 
  • Excellent English communication skills, both written and verbal 
  • Exceptional organizational and analytical skills 
  • Results and delivery focused

TECHNICAL REQUIREMENTS

  • ZENDESK with knowledge and experience creating Insight reports 
  • G-Drive suite (Slides for presentations, Excel for reports etc)
  • Stable fast internet connection 
  • Working hours: CET (Central European Time Zone)

EMPLOYMENT TERMS

  • Full-time job (40hrs/week, Monday – Friday. 
  • However, the company being a startup, emergency work situation(s) might arise!


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