Customer Support Quality Manager
United States of America
Full Time
1 week ago
Visa Sponsor
Key skills
Customer supportWeb-based customer support toolsSaaSSupport ticket managementTraining developmentKnowledgebase managementMetrics and documentationCommunication
About this role
PurpleRain Technologies Inc. is a dynamic company within the e-commerce and SaaS space, seeking a Customer Support Quality Manager to lead their small team. The role involves managing customer support executives, ensuring service level agreements are met, and directly assisting customers with their inquiries.
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
- Use online software to answer customer questions via email & chat
- Help customers solve a wide variety of issues
- Solve problems creatively
Requirements:
- Excellent written communication skills
- Strong sense of empathy
- Previous experience with web-based customer support tools
- Experience with SaaS
- 3+ Years experience in Customer support
- Not a requirement, but a decent sense of humor doesn't hurt :)