Customer Support Quality Manager

• 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
• 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

• 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?