Customer Support Manager

https://job.answiz.com/company/crossover-market-lnc

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Gujranwala,pakistan, Pakistan
Job Detail
  • Industry:
    Information Technology
  • Total Positions:
    1
  • Job Type:
    Full Time
  • Salary:
    600,001PKR
  • Job Location:
    All cities, Pakistan
  • Minimum Education:
    Bachelors
  • Minimum Experience:
    7 Years
  • Apply By:
    May 26, 2019
  • Job Posting Date:
    May 08, 2019
Job Description

"Customer Support Managers at Crossover are excited about their mission to deliver world-class service and develop people at the same time. Our Managers are experts in analyzing data to improve performance. These elite coaches are the driving force behind Crossover’s success.

Customer Support Managers are required to lead a remote team of level 1 and level 2 agents from all around the globe. To do so, you will utilize the data from our Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals. You will be responsible for coaching your team, and you will be expected to drive quality and ensure agents are delivering stellar service to every customer. You will also be an active part of Crossover’s growth by participating in hiring tournaments aim to find top talent for your teams.

Key Responsibilities include but are not limited to:

Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers

Conduct 1:1s to provide weekly updates to assess each team member’s performance

Manage the whole end to end process for incidents, requests, and escalations

Show week over week improvement

You will receive daily feedback from your VP on the team’s performance, and you will need to fix what is not working immediately

Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve aggressive weekly goals

Collaborate with our Knowledge Base Team in the creation, management, and distribution of critical information

Participate in Crossover’s Global Hiring events

Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts

Be able to manage and thrive in a global, fast-paced virtual environment

To be a great candidate for the Customer Support Manager position, you must have the following skills/experience:

Bachelor’s degree or equivalent

Have perfect spoken and written English

7+ years of software support experience managing +15 L1/L2 software support agents

Experience with deep diving for >500 tickets per week

Experience writing technical knowledge base articles and playbooks

Strong leadership and presentation skills

Excellent soft skills, including critical thinking, decision making, and conflict resolution

Committed to self-development and the professional growth of others

A passion for creating work in a process-driven way and working with team members to continuously improve the process

Excellent at reducing overly complicated and unstructured answers into a set of structured and straightforward decisions"

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