Position SummaryThis is a key role with the primary responsibility for implementing workflow procedures based on direction from the Director of Customer Support. The duties include supervising employees during day-to-day tasks, providing customer support in escalated situations and managing the overall workflow of a workplace.
Roles & Responsibilities - Observing and monitoring practice to assure the quality of support provided
- Coaching and developing team members through practical day to day support 'hands-on' including through induction and probation.
- Assist the Director of Customer Support in the management and development of the team.
- Assist the Director of Customer Support in the hiring, training, supervision, and appraisal of the Support team members.
- Undertake any training and development initiatives identified by the Support Manager.
- Contribute to effectiveness of the team.
Required Qualifications- Must have bachelor's degree or higher
- Minimum 3 years of management experience using Zendesk
- Leadership and organizational abilities
- Strong interpersonal and communication skills
- Ability to establish and maintain effective working relationships across the company
- Ability to manage the team with effective delivery of task assigned.
- Must possess the skill, knowledge, and ability essential to the successful performance of assigned duties
- Ability to communicate and work seamlessly across team
- Strong project management skills, proven ability to design and communicate clear processes, and a detail-oriented yet flexible approach to problem solving.
