Tier I Support Manager

Job Summary

A company is looking for a Manager of Tier I Support.

Key Responsibilities:

• Lead and manage a distributed team of Tier I support professionals
• Drive improvements in support team metrics including CSAT and resolution time
• Coach team members and manage staffing and scheduling for global support availability

Required Qualifications:

• 2+ years of experience as a support team manager in a SaaS environment with 8+ agents
• Experience managing ticketing workflows; familiarity with Zendesk preferred
• Proven success in managing and mentoring a global or distributed team
• Track record of using metrics to enhance team performance and customer satisfaction
• Bachelor's degree or equivalent experience