At Convoso, we’re constantly, vigilantly looking for ways to reshape the future of lead generation contact centers. Our mission is to revolutionize the call center industry by empowering agents to convert leads faster.  That’s where you come in. We’re seeking a Technical Support Manager whose responsibilities will include rapidly expanding our L1 Support team, managing our current support team, and act as our go to expect on all things support.

Stepping into this very challenging role will mean stepping into a dynamic environment. There’ll be a steep learning curve, but we believe the future belongs to those who build it.  Therefore, success for you would mean reaching your full potential in a short period of time, while doing whatever it takes to get up to speed.  Success would mean having a strong ability to manage multiple projects with competing deadlines.  And, most importantly, success would mean being a natural born leader with top-notch training skills.

What You Will Do

• Manages the Customer Support team (inbound phone/email and chat).
• Manage day to day responsibilities of the Customer Support team.
• Responsible for triaging inbound tickets to ensure they are assigned correctly.
• Owns all Customer Support Metrics.
• Onboarding new customer support agents.
• Develop and Document processes and procedures to improve operational efficiency.

Who You Are

• Bachelor’s Degree (BA) from four-year college or university, and 3+ years of progressive Customer/Technical Support experience or 5+ years of related experience and/or training, or equivalent combination of education and experience.
• 3+ years of Management experience.
• Proficient in the use of ZenDesk as both an Agent and as an Administrator.
• Good understanding of management practices and techniques.
• Experience rapidly scaling customer support teams.
• Experience managing/supervising a remote/offshore team strongly preferred.
  
• Excellent leadership and interpersonal skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Creative, flexible, and innovative team player.
• Ability to work on complex projects with general direction and minimal guidance.
• Ability to analyze complex data and develop innovative recommendations and solutions
• Excellent planning, organizing, and project management skills
• Excellent verbal, written and presentation skills
• Excellent technical troubleshooting skills
• Ability to interact effectively at all levels and across diverse cultures
• Ability to be an effective team member and manage various projects
• Ability to assist in facilitating progressive change
• Ability to work within a set budget and find cost effective solutions to complex problems
• Ability to implement effective change management strategies

Work Perks Worth the Hype

• Competitive compensation package 
• Medical, dental, and vision insurance 
• 401 (k) employer match program 
• Gym membership reimbursement 
• A team of highly experienced colleagues 
• Casual office environment
• Fully stocked kitchen (vegetarian-friendly) 
• Catered family lunches together (Every Friday)
• Monthly Massages
• Your birthday off