Responsibilities:Team Management- Responsible for leading the Customer Support team so they can be knowledgeable,empowered, empathetic, and solution-focused while addressing questions, issues, orincidents within SLAs that result in a high level of customer satisfaction- Establish goals and objectives for the support team- Define KPIs for the team and members- Hiring and staffing for 24/7/365 shift coverage and needed skills- Manage, coach, and mentor the teams- Improve quality through ticket reviews and effective coaching- Develop and maintain a continuous improvement culture within the team- Actively engaged with manager to align on team performance and functions- Collaborate with all members of the Customer Support Team to ensure an effectivesupport environment for our clients- Deliver performance reviews, and weekly check-in with team members to ensure properperformance levels are met, and team career progression opportunities arecommunicatedEscalation Management- End-to-end escalation management- Serves as an escalation contact for business and team- Provide a customer and member-focused experience when triaging, researching, andresolving escalated tickets, in addition to leading incident management for theorganization- Providing leading and oversight in the mitigation of larger scale outages or issues byleading root cause analysis and business impact across the platform and organization toprovide recommendations for better business processes**Requirements**:Skills Needed:- 3-5 years of support management experience- Strong troubleshooting skills- Strong interpersonal and customer service skills- Strong verbal and written communications skills- Act as a calming and settling influence in tense situations; looked to by others fordirections and guidance- Create effective strategies for complex cross-organizational projects- Zendesk or other helpdesk ticketing software experience- Responsive - Respond promptly to All Slack and all escalation requests- Professional, Courteous, and Empathetic - Appreciate the negative impact escalatedissues have on the ability of GTM teams to serve clients or on client's perception of ourcompany- Adaptable - comfortable with rapid change, thrive in a startup-like environment- aid- Organized - Able to orchestrate and focus on priority tasksTipo de puesto: Por tiempo indeterminadoSalario: $25,000.00 - $35,000.00 al mesHorario:- Horario flexible- Lunes a viernes- Turno de 8 horasPrestaciones:- Aumentos salariales- Horarios flexibles- Seguro de gastos médicos- Trabajar desde casaLugar de trabajo: Una ubicación