Customer Support Quality Manager

Purple Rain; Oregon (WI); Hybrid; USD 34,440 - 48,216; Part time

Job summary

Purple Rain is looking for a Senior Support Specialist to lead and improve our customer support team. You'll manage a small group of support executives and engage directly with customers to solve their issues. This role allows for a flexible schedule, with up to 20 hours of work per week, enabling you to work from anywhere in the United States.

The ideal candidate will have excellent communication skills, empathy, and at least three years of experience in customer support, particularly in web-based environments.

Qualifications

• Excellent written communication skills.
• Strong sense of empathy is essential.
• 3+ years experience in customer support with web-based tools.

Responsibilities

• Manage a team of customer support executives.
• Train them in best practices.
• Handle direct support queries via email and chat.

Skills

Written communication skills

Empathy

Experience with web-based customer support tools

Experience with SaaS

Customer support experience

Job description

MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries.

Job Description

Our team is very small and friendly.

Hours: Extremely flexible - you can work any weekdays/weekends.

All we ask is that you stay for at least 2 hours at a time. We are currently offering up to 20 hours of work per week.

We have a team of 8 who're handling customer support. We are seeking a senior support specialist to head, monitor and improve the support delivery.

Primary Responsibilities

• Manage a team of customer support executives
• Train them in best practices
• Making sure all support tickets are handled as per SLA
• Developing new training modules
• Understanding issues and improving knowledgebase
• Maintain metrics & documentation

In addition you will also be handling direct support queries

• Use online software to answer customer questions via email & chat
• Help customers solve a wide variety of issues
• Solve problems creatively

Qualifications

• Excellent written communication skills
• Strong sense of empathy
• Previous experience with web-based customer support tools
• Experience with SaaS
• 3+ Years experience in Customer support

Additional Information

Please specify if you are can handle a multi role.

This is a remote position.

Mandatory information to be sent during application

• Expected Hourly rate
• Number of hours available per week
• Timezone and schedule of availability (example 10 am est to 2 pm est)
• How soon can you get started
• Any additional skills which we should know about
• What support software have you had experience with?