Salary
💰 $10 - $13 per hour
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Minimum 2 years of experience in a leadership or supervisory role within customer support.
- At least 3 years overall in customer service.
- Fluent and confident in English, both written and spoken.
- Strong leadership and coaching skills with proven experience developing teams and improving performance.
- And the ability to manage high-stress situations, client escalations, and competing priorities with confidence.
- Experience with platforms such as Zendesk, Jira, Slack, or similar tools.
- Flexibility to work during our hours of operation, either 7:00 AM to 4:00 PM EST or 11:00 AM to 8:00 PM EST, and evening or late shifts if required.
- Experience in fast-paced, high-volume support teams.
- A professional workspace that meets minimum requirements: Intel i5 equivalent or newer, 16GB+ RAM Dual-monitor setup and noise-canceling headset.
- High-speed internet connection with an upload speed above 25 Mbps and latency below 100 ms.
- Preferred: Previous management experience in a remote or international support environment.
- Knowledge of travel documentation processing, such as Electronic Travel Authorizations, US and Schengen Visas, and US Passport services.