Remote Concierge Support Manager - SLA Driven

Assetara Limited; San Diego (TX); On-site; USD 55,000 - 83,000; Part time

Job summary

Assetara Limited in the San Diego area seeks a remote Support Manager to join our team. You will become the go-to expert on all products, guiding subscribed clients, answering questions, and maintaining CRM notes with strict privacy and compliance.

In this role you will manage queues and SLAs, deliver concierge-level support within the official workspace, use internal tools to escalate when needed, and ensure accurate, compliant client interactions.

Responsibilities

• 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.

Job description

Assetara Limited in the San Diego area seeks a remote Support Manager to join our team. You will become the go-to expert on all products, guiding subscribed clients, answering questions, and maintaining CRM notes with strict privacy and compliance.

In this role you will manage queues and SLAs, deliver concierge-level support within the official workspace, use internal tools to escalate when needed, and ensure accurate, compliant client interactions.