US based fast-growing company is looking for a career professional for a Customer Support Manager role. This is a remote role that requires 7 am - 7 pm Pacific (Los Angeles, GMT-7) timezone and good English knowledge. Training will be provided at the company?s expense.

We are looking for an experienced, dedicated, and senior Customer Support Manager for:
- Manage a group of 3 to 5 Customer Support Agents
- Create long- and short-term plans to achieve KPI
- Make effective decisions to improve work processes
- Perform quality control

Customer Support Manager experience is required. Please DO NOT apply if you don't have a required experience.

** Summary **

• Customer support experience is preferred.

• Work hours are between 7 am to 7 pm Pacific timezone and may include time on weekends. You have to be comfortable with this time zone.
• It requires communicating in English, writing, and speaking. You need to speak excellent English. No exceptions.
• This is a fully remote role, work from where you prefer, as long as you have a stable and fast Internet connection.

** Responsibilities **

• Managing Customer Support team. Coaching new and old crew members. Creating a real SUPPORT TEAM.
• Monitor and address escalations to ensure complete customer satisfaction with the service while maintaining an informative and efficient environment for partners to work on work orders.
• You will be presented with a segment of work orders that are identified as a risk or require attention, and you will have to promptly understand the issue, explore options, present and confirm the resolution, and ensure completion of them.
• Time to respond and customer satisfaction is critical and the key to the success of your role.
• Onboarding of the new partners, and providing valuable process insights and feedback to the Products team to help continue improving our backend system and minimize manual efforts.
• Contribution to the public-facing and internal documentation for partners? guidelines, processes, and FAQ.

** Required **

• Focus on customer satisfaction
• Excellent writing and speaking English
• Excellent communication skills
• Experience managing CSR*s*
• Fast response time
• Comfortable multitasking
• Ability to quickly understand and solve issues
• Remote work experience with a fast and reliable Internet connection
• Time management skills
• Passion for high tech, software development, and QA
• Critical thinking
• Quick decision making in intense situations
• Learn quickly and independently
• Technology savvy (SaaS-base tools, Excel, Word, CRM, Helpdesk, control dashboards, etc)
• MBA/Economical or Finance education preferred

** Additional info **

Paid training

Job Type: Full-time

Pay: 1,000.00? per month

Work Remotely:

• Yes