- Manage performance, development, and retention for a team of hourly agents.
- Conduct regular 1:1s and maintain development plans for all direct reports.
- Oversee daily queue health, including ticket volume, SLA adherence, and shift coverage.
- Own Level 3 escalations, including payment disputes and churn-risk cases.
- Analyze support data to drive performance improvements and report on support economics.
- Partner with the Head of CX on hiring decisions.
People ManagementReportingZendesk