Related skills
slack ticketing backlog sla csat📋 Description
- Lead CSR day and overnight teams, including hiring and training
- Drive same-day ticket triage to route cases quickly
- Monitor backlog, SLA risks, and ticket quality
- Ensure strong handoff discipline with complete documentation
- Optimize CSAT across Freshdesk and Dialpad
🎯 Requirements
- 3-5 years in a leadership role in a support or call center
- Bachelor's degree or equivalent education and experience preferred
- Strong ability to lead frontline support teams in a fast-paced environment
- Deep understanding of ticket triage, routing, and workflows across multiple tiers
- Experience with Freshdesk, Dialpad, or similar ticketing/telephony systems
- Ability to analyze metrics and drive performance improvements
🎁 Benefits
- Hybrid role at Metro Plaza office
- Dominican legal benefits
- Supplemental medical insurance
- Gym subsidy
- Meal subsidy
- Competitive salary
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