- Lead and mentor a team of up to 10 remote support representatives
- Conduct regular performance reviews, time tracking, and payroll management
- Own team metrics against SLAs, quality standards, and customer satisfaction (CSAT)
- Oversee day-to-day support operations, including ticketing system management, queue flow, and SOP creation
- Act as the final point of contact for complex customer issues
- Actively adopt and integrate AI tools into day-to-day workflows
- Partner with recruiting to hire and onboard new talent, while contributing to workforce and capacity planning
- Analyze support metrics and trends to uncover performance gaps and customer pain points
- Identify gaps in training resources and continuously improve internal and customer-facing documentation
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