Job description
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 ofhumordoesn'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?
MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.