Customer Support Shift Manager

Job Summary

Providing oversight and support to the customer support team during weekend shifts, the full-time Customer Support Shift Manager will manage ticket escalations, approve refunds, and communicate growth opportunities to team managers in a remote setting.

Key responsibilities

• Deliver technical and customer success support via various communication channels
• Create and implement policies to enhance the customer experience
• Track, analyze, and report on customer success metrics and performance regularly

Required qualifications

• Bachelor's degree or equivalent experience in communications or technology
• Proven experience in customer support management
• Strong organizational and accountability skills
• Ability to identify opportunities for customer experience improvements
• Experience in defining and analyzing customer success goals