- Set goals, monitor KPIs, organize daily workflows, and upskill team members.
- Ensure quality standards through call/chat monitoring and auditing task accuracy.
- Assist the team in resolving complex or escalated customer issues.
- Analyze performance data and present reports on metrics and team morale to management.
- Review and improve support processes, collaborating with Product Support teams.
- Develop solutions to maximize revenue and retention for high-value clients.
- Identify and report product irregularities within Booksy Biz and Booksy for Clients.