GovAssist

Customer Support

• Handle VIP and/or Interview simulations (if a US Visa specialist), special Passport clients (if a US Passport specialist), and/or any high-priority clients from other products, ensuring exceptional service delivery
• Manage complex escalations from L1 CSRs, escalating to CSM only when operational intervention is required
• Act as a point of escalation for Level 1 CSRs via the Support channel (Slack or other platforms), offering guidance on tricky or unclear tickets
• Proactively shadow and follow up on assisted tickets to ensure Level 1 CSRs have implemented recommendations properly
• Test and assist in servicing new products and services, collaborating with relevant teams to ensure operational readiness
• Contribute to the development of macros, procedures, and internal documentation based on testing results and product insights
• Report process inefficiencies, agent errors, or system issues to the appropriate manager, offering actionable recommendations
• Support with payment processing for specific products as assigned, ensuring accuracy and compliance
• Collaborate closely with managers and cross-functional teams on product-related matters and process testing
• Take on additional product or ticket-level tasks as needed to support Support team objectives

Level 2 Customer Support Representative

• Lead, mentor, and support a team of customer support agents to meet and exceed performance targets.
• Get onboarded rapidly with our products, systems, and procedures to manage effectively from the start.
• Manage scheduling, workload distribution, and availability to ensure optimal coverage, and oversee ticket queue management, prioritizing urgent issues and ensuring timely resolutions.
• Monitor agent performance through KPIs and provide actionable feedback, including recognition and performance management when needed.
• Handle client escalations that go beyond frontline support.
• Identify and report operational or system errors, recommending process improvements.
• Work closely with cross-functional teams such as HR, Finance, and Tech to keep operations running smoothly.
• Communicate procedural updates and contribute to continuous improvements in workflows.
• Provide support to agents with technical or process-related queries.
• Handle crisis situations with professionalism, including reporting emergencies and coordinating client compensation when appropriate.

Customer Service Manager

Recruitment

• Oversee and coordinate daily activities within the training team, ensuring tasks are assigned effectively and workflows run smoothly.\n• Organize and schedule training sessions, ensuring trainers are prepared and sessions are delivered without issues.\n• Hold training sessions with new hires alongside trainers when needed.\n• Support trainers during and outside of sessions, addressing trainee-related challenges and maintaining quality standards.\n• Review and improve training materials, resources, and session structures to keep them relevant and effective.\n• Maintain up-to-date documentation across training platforms such as Confluence, training courses, and company spreadsheets.\n• Monitor training compliance, attendance, and trainer engagement, providing feedback and recommendations for improvement.\n• Identify training gaps and recurring issues through data and feedback, escalating or addressing them as needed.\n• Define and maintain internal training processes, guidelines, and knowledge bases to ensure team alignment.\n• Lead the onboarding of new trainers in coordination with Support Management, and promote internal knowledge sharing.\n• Evaluate trainer performance through observation, metrics, and structured feedback.\n• Host regular team meetings and 1:1 sessions to provide coaching, mentorship, and performance development.\n• Provide regular reports and insights to Customer Support leadership on training activities, results, and improvement opportunities.

Training Team Lead

• Lead, mentor, and support a team of customer support agents to meet and exceed performance targets;\n• Manage scheduling, workload distribution, and agent availability to ensure optimal coverage;\n• Review agent performance through KPIs and Hubstaff activity, providing actionable feedback and managing offboarding or promotions in coordination with HR and Support Management;\n• Handle escalated client interactions only when escalated beyond L2 or upon explicit client request to speak with a manager;\n• Oversee ticketing queue management: prioritize urgent matters, report Autopilot inconsistencies;\n• Ensure L2 agents are empowered to provide frontline guidance, stepping in only when operational or broader action is required;\n• Identify and report system or procedural errors, and submit actionable recommendations for improving operational workflows;\n• Collaborate with cross-functional teams (HR, Finance, Tech) to ensure smooth operations and resolve any inter-departmental issues;\n• Communicate procedural updates and escalations to Support Management, contributing to continuous process improvements;\n• Support agents with simple technical queries and ensure the smooth and efficient use of internal tools (Zendesk, UCC, etc.);\n• Handle crisis situations, including reporting emergencies via designated channels and facilitating client compensation when applicable;\n• Assist with payment-related matters as required and ensure timely coordination with Finance or relevant Support Management.

Level 2 Customer Support Representative

Customer Service Manager

Training Team Lead

Internal recruitment process | Customer Support Manager