• Serve as the primary point of contact on daily operations for BP (BasePromise) and CE (Certified) customer support team.
• Act as support and back up to the Sales Assisted, Professional Account, and Open Marketplace Customer Support Manager
• Review staff performance and customer issues to identify areas for improvement.
• Work with the Quality Assurance Team to enhance operational efficiency and customer satisfaction.
• Ensure service level targets are met; maintain the right headcount, and calculate inquiry capacity
• Prepare and manage staff schedules to ensure adequate coverage for daily tasks, including approving daily time records needed for our agencies and BPO invoices
• Act as an escalation point for user queries that agents are unable to resolve
• Organize and oversee training for new hires and onboarded agents
  
  

• Be comfortable dealing with high pressure escalations, and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
• The ability to handle gray areas, ambiguity and situations where the right course of action may not (yet) be captured in policy. The ability to generate solutions from first principles (e.g. what is best for users, fairness, ease of implementation), and the ability to propose policy changes based on new cases. Confident and creative problem solver; able to drive progress and explore innovative solutions
• Collaborative; skilled working with cross-functional or remote peers/teams
• Strong written and verbal communication skills; able to provide constructive feedback. Able to guide conversations effectively.
• Time Management; Concentrates his/her efforts on priorities.
• High empathy for users and other stakeholders. Ability to view situations from other people’s perspective.
• Ability to form and present a well founded opinion on topics, and to debate different potential solutions with team mates.
• Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence
• Open-minded; open to varied points of view and able to adapt to different cultural environments
• Create and maintain Data dashboards to understand and drive performance.
  
  

• 2 years of work experience in a customer service role and digital support environment
• Strong understanding of Excel or Google Spreadsheet is a must
• Understanding and knowledge of Zendesk is preferred
• Able to compose and analyze qualitative and quantitative data
• Consistent performance in ticketing responsibilities in productivity and quality
• Excellent verbal and written communication skills in English
  
  

• Be comfortable dealing with high pressure escalations, and pulling in cross functional experts, when appropriate, to resolve issues swiftly while putting users first
• The ability to handle gray areas, ambiguity and situations where the right course of action may not (yet) be captured in policy. The ability to generate solutions from first principles (e.g. what is best for users, fairness, ease of implementation), and the ability to propose policy changes based on new cases. Confident and creative problem solver; able to drive progress and explore innovative solutions
• Collaborative; skilled working with cross-functional or remote peers/teams
• Education, Experience and Requirements
• 2 years of work experience in a customer service role and digital support environment
• Strong understanding of Excel or Google Spreadsheet is a must
• Understanding and knowledge of Zendesk is preferred
• Able to compose and analyze qualitative and quantitative data
• Consistent performance in ticketing responsibilities in productivity and quality
• Excellent verbal and written communication skills in English
• Strong written and verbal communication skills; able to provide constructive feedback. Able to guide conversations effectively.
• Time Management; Concentrates his/her efforts on priorities.
• High empathy for users and other stakeholders. Ability to view situations from other people’s perspective.
• Ability to form and present a well founded opinion on topics, and to debate different potential solutions with team mates.
• Approachability: Is easy to approach and talk to and leverages a greater awareness of emotional intelligence
• Open-minded; open to varied points of view and able to adapt to different cultural environments
• Create and maintain Data dashboards to understand and drive performance.
  
  

Please refer to job description.