Manage the day-to-day operations of your team and ensure that your group meets productivity and quality targets
Be the expert in your client’s company and support philosophy and the go-to resource for teammates in order to guide them toward excellent execution that exceeds client expectations
Serve as the primary representative of your team to your client and represent Flight in a professional and friendly manner; conduct weekly team meetings and coordinate communication around new initiatives or customer issues
Coach and mentor the individuals on your team and contribute to a supportive and growth-oriented environment
Advise on and directly handle customer escalations via live chat, email, and/or phone to help your team provide resolution for customers
Oversee your queues and allocate team focus as needed to ensure balanced coverage and meet SLAs
Manage team schedule, ensure complete and timely coverage of shifts, and facilitate requests for schedule changes or days off
Evaluate workflows and policies to recommend improvements and increase client, customer, and team satisfaction
Troubleshoot and improve your team’s stack of tools
Requirements
What we look for:
2+ years of management experience, ideally within customer experience
3+ years of experience in customer experience roles
Demonstrated ability to inspire and develop individual teammates, particularly in a remote-first environment
Excellent verbal and written communications skills in English (additional languages are a plus!)
A high level of empathy and emotional intelligence
Ability to be independent and work with minimal supervision, while also being a collaborative team player
Proficiency with customer support software
Proactive and adept with giving and receiving constructive feedback
Able and willing to work full-time on any shift
Available to work Saturday or Sunday
Benefits
What we offer:
A flexible, remote work environment
Global community of talented teammates joined by a passion for helping others and commitment to supporting one another’s success
Learning and development programs so you can keep growing your skills and career
Early-stage startup with lots of opportunities for ownership and impact
Paid time off
This job is no longer available
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