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Tier I Support Manager
A company is looking for a Manager of Tier I Support. Key Responsibilities: Lead and manage a distributed team of Tier I support professionals Drive improvements in support team metrics including CSAT and resolution time Coach team members and manage staffing and scheduling for global support availability Required Qualifications: 2+ years of experience as a support team manager in a SaaS environment with 8+ agents Experience managing ticketing workflows; familiarity with Zendesk preferred Proven success in managing and mentoring a global or distributed team Track record of using metrics to enhance team performance and customer satisfaction Bachelor's degree or equivalent experience
A company is looking for a Manager of Tier I Support.
Key Responsibilities:
Lead and manage a distributed team of Tier I support professionals
Drive improvements in support team metrics including CSAT and resolution time
Coach team members and manage staffing and scheduling for global support availability
Required Qualifications:
2+ years of experience as a support team manager in a SaaS environment with 8+ agents
Experience managing ticketing workflows; familiarity with Zendesk preferred
Proven success in managing and mentoring a global or distributed team
Track record of using metrics to enhance team performance and customer satisfaction
Bachelor's degree or equivalent experience
