Senior Support Manager
Benefits
Unlimited PTO
12w maternity
12w paternity
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Queue Leadership:
- Helping customers with complex issues alongside the team.
- Identifying patterns in the types of questions coming in.
- Spotting opportunities to improve response quality or efficiency.
Team Support & Quality:
- Conducting quality reviews on recent conversations.
- Helping teammates navigate difficult customer situations.
- Championing great work.
Performance & Improvement:
- Reviewing KPI dashboards to understand how the team is tracking against goals.
- Requesting specific product training when knowledge gaps are apparent.
- Working with Support Operations to create new workflows.
Help Scout
Help Scout helps businesses delight more customers with their platform. They are a fully remote company with a team of 130+ people all over the world and a Certified B Corporation since 2019.