Remote Concierge Support Manager (SLA-Driven)

Assetara Limited; Ras Al Khaimah; Sur place; AED 120 000 - 180 000; Plein temps

Résumé du poste

Assetara Limited is seeking a dedicated Support Manager to join our team remotely via the Assetara platform. You will serve as a key personal manager and frontline support specialist for subscribed clients, navigating platform tools, and maintaining CRM/private notes with strict compliance.

Responsibilities include product expertise, SLA queue management, professional communication within the official workspace, CRM/private notes administration, AI-assisted drafting, and proper escalation with

Qualifications

• Deep knowledge of company products to provide accurate guidance.
• Prioritize work via dashboard focusing on unread messages and SLA risk.
• Deliver professional, concise communication within the official workspace.
• Maintain separation between client messages and internal notes.
• Review and edit AI-generated responses before submission.
• Ensure proper escalation with clear operational justification.

Responsabilités

• Comprehensive Product Expertise: Gain deep knowledge of all company products and features to provide accurate, fact-based answers and guidance to subscribed clients.
• Queue & SLA Management: Prioritize work via the Broker Dashboard—focusing on unread messages, SLA risks, and at-risk client signals.
• Concierge-Level Support & Communication: Deliver professional, warm, and concise communication exclusively within the official workspace.
• CRM & Private Notes Administration: Maintain strict separation between client-facing messages and internal Private notes.
• AI-Assisted Efficiency: Review, edit, and fact-check AI-generated draft responses before manual submission.
• Escalation & Operational Actions: Properly utilize system tools such as filing complaints or managing client queues with clear operational justifications.

Connaissances

Product knowledge

CRM administration

SLA management

Communication

AI drafting

Escalation handling

Outils

CRM software

Broker Dashboard

Description du poste

Assetara Limited is seeking a dedicated Support Manager to join our team remotely via the Assetara platform. You will serve as a key personal manager and frontline support specialist for subscribed clients, navigating platform tools, and maintaining CRM/private notes with strict compliance.

Responsibilities include product expertise, SLA queue management, professional communication within the official workspace, CRM/private notes administration, AI-assisted drafting, and proper escalation with