Online, remote, part-time.
We are looking for a Skilled support manager - to help us part-time with supervision of Zendesk agents and metric reporting. Must have strong attention to detail, familiarity with Zendesk support metrics, and strong at coaching based on those metrics for improvement.
We are a SaaS company, and our support team uses Zendesk. The person who is a fit for this position is experienced in SaaS customer support workflows. This person should be able to use or build the needed metrics for reporting. This person should be able to review individual agent and overall support metrics focusing on action items to improve.
The shape this would take would be 1-2 meetings with support during the week, and morning / end-of-day review of zendesk and prompting agents on needed actions.
I would like to have a discovery call for help reviewing what we currently have and do, and then to get your recommendations to build out a process and plan your involvement in the team.