Support Group Lead

You will manage day-to-day customer support operations and lead support representatives. You will respond to and escalate support issues, implement support processes and policies, communicate product updates, analyze support statistics, conduct performance reviews and monthly one-to-ones, assess representatives, and improve call quality.

Responsibilities

• Manage day-to-day customer support functions.
• Respond to and escalate customer support issues.
• Implement customer-support processes.
• Develop and revise customer-support policies.
• Communicate product, procedure, and trend updates.
• Analyze support statistics and prepare reports.
• Conduct performance evaluations and follow disciplinary processes.
• Hold monthly one-to-ones with support representatives.
• Report relevant information to support team leads.
• Assess support representatives monthly.
• Review phone calls and improve quality.

Requirements

• Fluency in English and local languages.
• At least one year of experience as a customer support representative.
• One year of experience as a Customer Service Manager.
• Ability to work flexible hours.

Benefits

• Health insurance for employees and dependents.
• Parental leave and subsidized childcare.
• Subsidized gym memberships and fitness classes.
• Airtime reimbursement.
• Free food.