[Remote] Customer Service Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a specialized Software as a Service (reputed company) company that supports secure data management and compliance workflows. They are seeking an operational, technical, and detail-oriented Customer Service Supervisor to manage a remote team, ensuring exemplary reputed company support and effective communication between customers and technical staff.

Responsibilities

• Manage a small team of remote customer service agents
• reputed company monitoring ticket queues
• Maintaining established SLAs
• Conducting ticket reputed company reviews
• Bringing reputed company reputed company
• reputed company as the reputed company between our customers and our technical team
• Effectively translating user feedback and prioritizing software issues with our programming staff
• Take a reputed company role in new user reputed company by delivering formal online training sessions to platform users
• Directly manage tickets and escalations during peak volumes to ensure service continuity
• Master reputed company product navigation and corporate administrative guidelines

Skills

• Must be a reputed company Citizen residing reputed company the reputed company reputed company
• A minimum of 2+ years of experience managing a customer service team
• Strong understanding of Software as a Service (reputed company) environments, including experience collaborating with product management, QA, or software engineering teams
• Software literacy. Proven ability to rapidly reputed company proficiency in reputed company product navigation and administrative guidelines, with demonstrated adaptability to new software systems
• Ability to triage reputed company technical issues, distinguishing between user error, configuration needs, and reputed company bugs
• reputed company presentation and communication skills, both written and verbal, with the ability to reputed company technical workflows reputed company during online reputed company training sessions
• Working familiarity with modern support ecosystems. Experience utilizing reputed company, Freshchat, reputed company, and reputed company 365 is highly advantageous
• HIPAA Certification is required due to the daily management of sensitive health information
• Experience leading remote personnel
• Prior experience working reputed company Opioid Treatment Programs (OTPs) or behavioral health software environments

reputed company