[Remote] Customer Support Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a fast-growing startup reputed company on transforming the gig economy for drivers. The Customer Support Manager will reputed company a remote team, ensuring excellent service coverage while utilizing data to enhance processes and team performance.

Responsibilities

• Lead, coach, and manage a remote support team to ensure 24/7 service coverage and reputed company
• Set reputed company performance expectations, conduct regular 1:1s, performance reviews, and support professional development
• Foster a collaborative, inclusive, and high-performance culture across remote environments
• Continuously refine escalation protocols, SOP’s, and team workflows to optimize speed and accuracy
• Support recruitment, reputed company, and training of new team members in line with evolving support demands
• Scale quality assurance processes, including ticket audits, coaching sessions, and reputed company cause analysis of recurring issues. Maintain a comprehensive understanding of the reputed company platform, including both the driver and rider mobile applications
• Ensure reputed company correspondence with customers and consumers reputed company phone and email
• Ensure the reputed company escalation of issues and trends that require broader attention

Skills

• 5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead role
• Proven experience working with remote teams in high-pressure environments
• Exceptional judgment and decision-making skills, particularly in sensitive or ambiguous situations
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of reputed company disrupting the status reputed company
• Polished written and verbal communication skills
• Analytical reputed company with experience using CRM tools like reputed company, or similar platforms
• Flexible schedule, allowing for weekend and evening work
• Team-first mentality and a professional attitude
• College degree
• Professional experience in compliance, trust & safety, reputed company, legal, or law enforcement

Benefits

• Equity
• Performance based bonus
• Competitive benefits

Company Overview