Position: Customer Service Team Lead
Company: Rapidus
Category: Project Manager
Experience required: 1y
English level: upper

The US-based fast-growing company is looking for a career professional for a Customer Support Lead role. This is a remote role that requires 7 am - 7 pm Pacific (Los Angeles, GMT-7) timezone and good English knowledge. Training will be provided at the company’s expense.

**** Summary ****

- Project Manager experience is required.
 
- Customer support experience is preffered

- Work hours are between 7 am to 7 pm Pacific timezone and may include time on weekends. You have to be comfortable with this time zone.

- It requires communicating in English, writing, and speaking. You need to speak excellent English. No exceptions.

- This is a fully remote role, work from where you prefer, as long as you have a stable and fast Internet connection.

**** Responsibilities ****

- Managing Customer Support team. Coaching new and old crew members. Creating a real SUPPORT TEAM.

- Monitor and address escalations to ensure complete customer satisfaction with the service while maintaining an informative and efficient environment for partners to work on work orders.

- You will be presented with a segment of work orders that are identified as a risk or require attention, and you will have to promptly understand the issue, explore options, present and confirm the resolution, and ensure completion of them.

- Time to respond and customer satisfaction is critical and the key to the success of your role.

- Onboarding of the new partners, and providing valuable process insights and feedback to the Products team to help continue improving our backend system and minimize manual efforts.

- Contribution to the public-facing and internal documentation for partners’ guidelines, processes, and FAQ.

**** Required ****

    Focus on customer satisfaction
    Excellent writing and speaking English
    Excellent communication skills
    Experience managing CSR*s*
    Fast response time
    Comfortable multitasking
    Ability to quickly understand and solve issues
    Remote work experience with a fast and reliable Internet connection
    Time management skills
    Passion for high tech, software development, and QA
    Critical thinking
    Quick decision making in intense situations
    Learn quickly and independently
    Technology savvy (SaaS-base tools, Excel, Word, CRM, Helpdesk, control dashboards, etc)
    MBA/Economical or Finance education preferred

**** Additional info ****

Paid training

Starting salary is from $700 per month depends on your experience

Check the company’s website rapidus.com