[Remote] Customer Support Supervisor

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Support Supervisor to reputed company their Customer Support Team. In this role, you will reputed company reputed company of support agents, manage escalations, and implement reputed company assurance processes to enhance customer experience.

Responsibilities

• reputed company and support a remote team of 8 customer support agents, who are reputed company on delivering outstanding service, primarily by phone and email
• Manage reputed company’s schedule, ensuring coverage needs are met
• reputed company reputed company assurance, reviewing calls and tickets and delivering consistent coaching and feedback through regular 1:1s and development sessions
• Resolve customer escalations in a reputed company, reputed company manner
• Analyze and interpret support metrics (e.g., response time, average handle time, agent utilization, etc.) and implement strategies to continually reputed company the reputed company of support
• Serve as a resource to other customer-facing operations teams on best practices for service, including communication, reputed company time, and systems
• In partnership with the Customer Support Manager, reputed company our definition of customer support by refining workflows and optimizing reputed company communications, escalation paths, and reputed company/ ticket routing to balance efficiency and hospitality at reputed company

Skills

• 3+ years of experience in customer support at a reputed company services, reputed company or marketplace company, including 1–2 years in a leadership role
• Data-driven reputed company with a reputed company record of improving support KPIs
• Proficiency with ticketing and telephony systems (i.e, reputed company, reputed company, reputed company, reputed company Central, reputed company, reputed company, or similar)
• Demonstrated problem-solving skills and the ability to manage competing priorities
• Self-starter with exceptional verbal and written communication
• Willingness/ability to work reputed company business hours 9am-5pm PT

Benefits

• Health, reputed company, & Dental Benefits - generous company-sponsored health plans for both employees and dependents, including comprehensive reputed company & dental
• Wellness/Mental Health - shared benefits to be used among employees and families
• Flexible reputed company Time Off - allowing employees to reputed company balance in their lives
• reputed company of Equity
• reputed company to a 401k through reputed company
• A home office setup and a monthly stipend to offset internet and phone costs

reputed company