image description
Cette offre d’emploi n’est plus d’actualité.
Fonction 1:
Fonction 2: -
Niveau d'expérience requis : De 5 à 10 ans
Secteur d'activité : Informatique
Région : Tout le Maroc | Maroc
Publication : du 14/09/2018 au 14/11/2018
Type de contrat : CDI
Poste avec Management : Oui
Postes proposés : 5

Customer Support Manager ($100K/yr) - Remote Work (Casablanca, Rabat, Fez)

Entreprise :

Who is Crossover? 

Crossover connects talent from around the world with companies who are looking to hire only the best. We have more than 1850+ people from 98 different countries working full time (40 hrs / wk) for our customers and we are growing quickly.

We are also a mission-driven company. In other words, we believe in providing high-paying people, long-term jobs / careers. We are not a marketplace in which we are looking for someone at the bottom rate for temporary work.

Finding reliable, fairly compensated freelance or contract work can be a challenge. And sifting through sites with rock-bottom rates is discouraging.

You're worth more than that. At Crossover, we understand that you're looking for long-term contracts and competitive compensation. And that's just what we have to offer, and we are looking for a more comprehensive and more flexible approach.

All of our jobs are rental-independent, designed to be multi-year in duration, and offer high rates by US standards. We match talented people with great companies for long-term, remote working relationships that are a win-win for everyone.

Poste :

We're running an Online Hiring Event this Saturday to hire Customer Support Managers ($100K/yr).

Online Hiring Events are live forums designed to enable you to understand the role and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.  

This event will include all testing required to apply for the role. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.

In this role, coaching is key, and we are looking for exceptional people. Managers who are excited by the mission of developing teams. You will share our values and can keep pace. You will shape the approach and quality bar we need to ensure our customers are satisfied with our services, no matter where they are in the world

Depending on the situation your day could start with:

- 1:1 meetings where the metrics are reviewed, feedback on the call and ticket analysis is given; and any blockers that agents have been discussed
- Ad-hoc meetings: when agents need help/guidance on a specific topic (from soft-skill advice to technical product information)
Weekly meetings: enforcing team updates, process changes, and/or improvements

Collaborating on a Knowledge base and playbooks: 

- Whenever you notice a pattern be it ‘’wrong information’’ sharing, insecurity of agents or missing information, you partner up with knowledge team and ensure that knowledge is captured and then widely spread
- Give visibility and manage the whole end to end process for incidents, requests and escalations, using our innovative tools:
- You have become an expert on our Worksmart productivity measurement tool. Our innovative software that combines time tracking with productivity enhancement.
- You also had the opportunity to learn how to use top cloud-based Zendesk Support ticketing system where agents can focus on the customer instead of workflow

Show quarter over quarter improvement:

- You will be measured by the quality and productivity of your teams on a weekly basis
- You have to be comfortable with receiving daily feedback on team’s performance and fix what’s broken at the speed of light

Keep the pace:

- You will be part of a fast pace environment where information, processes, and procedures can change from one day to the other, and you need to keep up the pace. It can become challenging to maintain focus as you have to ensure that you are in line with company goals. You will offer the right amount of attention to each of your team members, that you monitor the flow of information, pay attention to customer escalations, provide an excellent service and on the top of all this, you have to increase your team’s productivity.
- As an experienced professional this is what can drive to your most significant breakthroughs and allow you to make improvements in everything that you touch.


 

Profil recherché :

Candidate Requirements

- 5+ years of managing 15+ person software support teams 
- Experience with deep diving for >500 tickets volume per week 
- 10+ years experience managing and coaching L1/L2 software support engineers 
- Exceptional communication and leadership skills, high emotional intelligence, and proven ability to thrive in a high growth, global, virtual environment are essential 
- Fluency in any of the following languages is preferred; French, German, or Czech


Join our community of remote professionals!
We have over 4,000 Crossover team members and are growing our network around the world.

Type de contrat :

CDI