Company Description
MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries…
Job Description
Our team is very small and friendly.
Hours: Extremely flexible – you can work any weekdays/weekends.
All we ask is that you stay for at least 2 hours at a time. We are currently offering up to 20 hours of work per week.
We have a team of 8 who’s handling customer support. We are seeking a senior support specialist to head, monitor and improve the support delivery.
Primary Responsibilities
– Manage a team of customer support executives
– Train them in best practices
– Making sure all support tickets are handled as per SLA
– Developing new training modules
– Understanding issues and improving knowledgebase
– Maintain metrics & documentation
In addition you will also be handling direct support queries
– Use online software to answer customer questions via email & chat
– Help customers solve a wide variety of issues
– Solve problems creatively
Qualifications
– Excellent written communication skills
– Strong sense of empathy
– Previous experience with web-based customer support tools
– Not a requirement, but a decent sense of humor doesn’t hurt ๐
– Experience with SaaS
– 3+ Years experience in Customer support
Additional Information
Please specify if you are can handle a multi role.
This is a remote position.
Mandatory information to be sent during application
ย Expected Hourly rate
ย Number of hours available per week
ย Timezone and schedule of availability (example 10 am est to 2 pm est)
ย How soon can you get started
ย Any additional skills which we should know about
ย What support software have you had experience with
