Related skills
analytics zendesk team leadership escalation management customer support tools📋 Description
- Lead a team of Support Specialists with guidance and empowerment.
- Manage daily email, phone, and chat support channels to resolve issues promptly.
- Develop deep product knowledge to guide the team in daily work.
- Manage individual performance, assess goals, and provide development resources.
- Act as escalation point, working with customers to resolve issues quickly.
- Build relationships with other departments to improve the customer experience.
🎯 Requirements
- Three or more years of relevant experience managing a customer-facing support team
- Superb communication, writing, and follow-up skills
- Strong critical thinking and analytical problem-solving skills
- Comfortable working with customer support tools and analytics
- Excellent time management and multitasking skills
- Must be able to work evenings and weekends and handle on-call responsibilities as needed
🎁 Benefits
- Healthcare coverage for employees (100%)
- Dental and Vision coverage
- Competitive HSA with company matching
- Paid parental leave
- Flexible vacation policy
- Employee stock options available from day one
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