Job Description
- You will be the leader and mentor to a global team that provides 24x5 support
- Implementing and communicating customer support processes to enhance customer satisfaction
- Ensuring all team members are staying current on new information related to product features and procedure
- Hiring and training new team members
- Working with other leaders to ensure the team’s collective success, as well as brainstorm ways to streamline team processes
- Handling/resolving merchant escalations from Frontline team members and responding in a timely manner
- Providing pertinent support data and information (metrics, KPIs, feedback, etc.) throughout the organization through a variety of communication channels as necessary
- Monitoring new inbound tickets and ensuring tickets are being routed correctly
- Delivering performance evaluations and following the development process according to company policy
- Managing team scheduling to ensure complete global coverage
Qualifications
- You must have 7 - 12 Years of experience with HTML, CSS Groovy, and Javascript
- Knowledge of indexing and data acquisition
- Experience with REST API’s, JSON, GIT, Google Analytics
- Debugging with Chrome DevTools
- Have confident oral communication and strong, confident written skills
- Comfortable with eCommerce platforms and not intimidated by technology
- You can organize information into logical steps and sequences and are comfortable turning “tech-speak” into easily digestible language.
- Strong ability to resolve support issues with creative, delightful, and efficient strategies
- Genuinely love helping people. You always seek to improve the experience of those around you
- High attention to detail and are always seeking out ways to improve
- You have excellent, proven problem-solving skills, but are aware of when something is over your head and are not afraid to ask for help
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