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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's 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
Excellent written communication skills
Strong sense of empathy
Previous experience with web-based customer support tools
Not a requirement, but a decent sense ofhumordoesn't hurt :)
Experience with SaaS
3+ Years experience in Customer support
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?
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.
