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Cette offre d’emploi n’est plus d’actualité.
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Niveau d'expérience requis : De 5 à 10 ans
Secteur d'activité : Informatique
Région : Tout le Maroc | Maroc
Publication : du 20/12/2018 au 20/02/2019
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 :

Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people. Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.

Responsibilities include but are not limited to:

  • Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers
  • Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team
  • Give visibility and manage the whole end to end process for incidents, requests, and escalations
  • Show week over week 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 the team’s performance and fix what is not working at the speed of light
  • Foster a culture that embodies Crossover’s values of excellence and world-class service.
  • Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals
  • Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information
  • Participate in Crossover’s Global Hiring Tournaments
  • Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.
  • Must be able to manage and thrive in a virtual, global, and fast-paced environment

 

Depending on the situation your day could start with:

  • 1:1 meetings where the metrics are reviewed, feedback on calls and ticket analysis is given; and any blockers that agents have, discussed
  • Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training
  • Weekly meetings: enforcing team updates, process changes, and/or improvements

Profil recherché :

Mandatory requirements:

  • Bachelor’s degree or equivalent
  • Pristine spoken English
  • 7+ years of software support experience managing +15 L1/L2 software support agents
  • Experience with deep diving for >500 tickets volume per week
  • Experience writing technical knowledge base articles and playbooks
  • Strong leadership and presentation skills
  • Excellent soft skills, including critical thinking, decision making, and conflict resolution
  • Committed to self-development and the professional growth of others
  • A passion for creating work in a process-driven way and working with team members to continuously improve the process
  • Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions

Type de contrat :

CDI