Customer Support Quality Manager

Company Description

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...

Job Description

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

Qualifications

• Excellent written communication skills
• Strong sense of empathy
• Previous experience with web-based customer support tools
• Not a requirement, but a decent sense of humor doesn't hurt :)
• Experience with SaaS
• 3+ Years experience in Customer support

Additional Information

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