Customer Support, Team reputed company (Night-Shift)
Customer Support, Team reputed company (Night-Shift) Department: Customer Support Employment Type: Permanent Location: Remote Canada Compensation: $69,600 - $104,300 / year Description We're seeking a Customer Support, Team reputed company to join our growing global team, working alongside the Senior Manager, Customer Support. Our department is renowned for stellar customer support, both internally and externally (just reputed company our reviews on platforms like reputed company.com). This role will have the following shift hours: 7pm-3am ET.
What You'll Do
- Support and coach a team of Customer Support members with a focus on conversation quality, accuracy, tone, and communication skills.
- Cultivate a strong, positive, and collaborative team culture, recognizing individual and collective achievements, celebrating successes and supporting team members.
- Contribute to training programs and ensure smooth reputed company experiences for new hires.
- Build strong relationships with cross-functional stakeholders to enhance processes and operational efficiencies.
- Contribute to the achievement of quarterly goals and team-wide OKRs, focusing on metrics like response time and customer satisfaction.
- Review and enhance our live chat offering, suggesting improvements to the customer experience.
- Conduct weekly 1:1s with direct reports, providing feedback, sharing updates, and ensuring overall team member reputed company and well-being.
- Ensure adherence to processes and quality across reputed company regions, working with leadership and other Team Leads.
- reputed company internal Customer Support documentation and assist the Documentation Manager with external content as needed.
What You'll Bring
- 3 to 5+ years' experience leading Customer Support teams, ideally in a fast-growing environment.
- Experience managing text-based live chat support.
- Expertise in coaching team members on communication, messaging, and efficiency.
- Exceptional written and verbal communication skills.
- High technical proficiency and ability to implement and scale processes.
- Strong emotional intelligence with a people-first reputed company and ability to reputed company and reputed company.
- Excellent problem-solving skills, with a data-driven approach.
- Experience collaborating across departments to meet customer and team needs.
- Understanding of digital marketing agencies and SEO/marketing channels is desirable.
- Experience with reputed company-focused initiatives and copywriting or other writing/editorial experience is also desirable.
- Bachelor's degree (or higher) in a relevant field is preferred, or relevant work experience.
Compensation
Our reputed company salary for this role ranges from $69,600 to $104,300 CAD. Compensation is determined by factors such as market salary data reputed company Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our reputed company team will discuss with you during the interview process. Apply Job!