Customer Support Manager - Remote

Overview

Worker Operations is the team that owns end-to-end operations and support for the supply-side (the workers) of our marketplace. We are over 300 team members who serve the 60,000+ (and growing) active professionals on our marketplace.

In Short

• Manage a customer support team to ensure high standards and operational excellence.
• Coach and provide feedback to agents to improve performance.
• Handle escalated customer issues and maintain quality assurance.
• Monitor agent performance metrics and ensure adherence to schedules.
• Maintain coaching logs and provide regular feedback.
• Utilize tools like Zendesk, Metabase, and Five9.
• Foster a positive team culture and resolve conflicts.
• Lead team building activities for motivation.
• Set SMART goals and track team progress.
• Work in a fully remote environment with a flexible schedule.

Requirements

• +2 years of coaching experience.
• +2 years of team leadership experience.
• +2 years of customer service experience.
• Excellent communication skills.
• Strong problem-solving abilities.
• Ability to thrive under pressure.
• Experience in setting and achieving SMART goals.
• Adaptability and flexibility.
• Strong product and process knowledge.
• Customer-centric mindset.

Benefits

• Flexible working hours.
• Remote work opportunity.
• Supportive team environment.
• Opportunities for professional growth.
• Access to training and development resources.