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Support Manager (Remote)

Company: A2 Hosting
Location: Ann Arbor
Posted on: April 4, 2021

Job Description:

Position: Support Manager

Location: Remote

Overview:

Do you have a passion for customer service? Do you love problem-solving? Do you enjoy working on a team? If so, A2 Hosting has a position for you!

A2 Hosting is a premier web hosting company with clients around the world. We are currently seeking a talented individual to help lead our Support Team.

At A2 Hosting our Core Values guide the work that we do. You might fit in well at A2 if these values describe you:

Passionate - We take pride in what we do

Collaborative - We think about the team first

Customer Focused - We are empathetic and respectful

Curious - We desire to learn and do better

Agile- - We move fast

To be successful in this position, you must be able to demonstrate:

  • An unrelenting passion for customer service as well as employee satisfaction.
  • The ability to demonstrate a high degree of tact and diplomacy to promote a positive, productive, and professional work environment.
  • The ability to accurately communicate pertinent information to create a work environment that engages team members in the decision---making process while catering to the best interests of clients, colleagues, and the company as a whole.
  • A commitment to coaching and mentoring team members.
  • Excellent verbal and written English communication skills (Upper-Intermediate or higher)
  • The ability to work efficiently and accurately in a high-volume, fast-paced, environment.
    Position requirements:

    • Four years of Support Team Leadership in the web hosting industry.
      Ideal Candidates will also have:

      • Experience working and leading a team in a fully distributed environment.
      • Familiarity with a common web hosting infrastructure (Apache, FTP, SSH, MySQL, DNS, Cloudlinux, CentOS, cPanel)
      • Experience creating and maintaining a continuous training program.
        As part of the A2 Team, you will be expected to:

        • Collaboratively manage a team of 80+ members, including Team Leaders and Support Agents of all levels
        • Continuously work on improving the quality of support experience we deliver
        • Accurately track and manage team's KPIs, quality and discipline.
        • Deliver remarkable support experiences.
        • Learn and have fun!
          Responsibilities:

          • Foster and promote a professional and collaborative work environment.
          • Manage, mentor, and develop Team Leads.
          • Empower each team member with the tools and resources needed to deliver an unsurpassed customer experience.
          • Review weekly quality audits and facilitate feedback to staff.
          • Track and enforce established performance metrics.
          • Implement creative staff initiatives to increase customer satisfaction.
          • Provide guidance to staff with complex customer interactions.
          • Work with the leadership team to ensure the deployment of the daily tactical plan and team assignments.
          • Ensure customer satisfaction by defusing problem situations and responding to escalated customer interactions.
          • Review and evaluate support policies to promote a consistent support experience across all shifts.
            • Report on contact volume and provide analysis of team performance on a weekly basis.
            • Maintain adequate staffing levels that ensure proper coverage across all shifts.
            • Work with HR to vet and interview prospective team members.
            • Meet support goals as defined by the Director of Support.
              Benefits:

              • Fully remote position.
              • Healthy team culture and collaborative work environment.
              • Supportive leadership with no bureaucracy.
              • Bonus for referring friends (Employee Referral Program).
              • Company-sponsored parties, events, and conference attendance.
              • Subsidized health insurance, dental and vision coverage also available for US-based team members.
              • Company-matching 401k, traditional or Roth for US-based team members.
              • Short-term and long-term disability coverage for US-based team members.
              • Company provided life insurance for US-based team members.
              • Paid parental leave.
              • Paid vacations, holidays and sick time.
                Powered by JazzHR

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Keywords: A2 Hosting, Ann Arbor , Support Manager (Remote), Executive , Ann Arbor, Michigan

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