Team Manager - Internet Customer Support at Tucows in Remote

In addition, you may be asked to support key initiatives that grow our business and improve our day to day operations.

Although this is a WFH position we do have office locations in Holly Springs, Fuquay-Varina, and Wake Forest NC and office presence and local event may be required from time to time as Covid-19 safety measure improve.

What you’ll be doing:

• Front line leadership is responsible for a team of 12-15 Technical Advisors
• Conduct regular 1:1 with Advisors to discuss personal development, performance, quality, business updates and customer service skills
• Analyzing daily, weekly, monthly reports to measure performance
• Partnering with Seniors and Operation Managers to strengthen results and improve technical knowledge of our Advisors
• Balancing workload and queues to ensure critical metrics are achieved
• Ensure administration responsibilities are completed on time and with high quality
• Executing on personal / team objectives and key projects to support our customers, employees and company
• Acting as first point of escalation for Advisors
• Sharing and executing the vision within your team
• Assisting in recruitment, hiring, and on-boarding of new team members
• Communicate and update support leaders on performance and recommendation

What you’ll bring:

• Bachelor’s Degree or equivalent, minimum 2 years’ experience leading teams in a technical / remote environment
• Understanding of employee engagement and how to drive the best performance from each person
• Adaptable and able to be a change leader in a fast paced business
• Strong communication and influencing skills
• Excellent organizational and time leadership skills with the ability to excel under pressure, multitask and prioritize for themselves and others
• Ability to develop positive relationships using well-established social skills