Position: Customer Support Manager
Company: Restream
Experience required: 3y
Category: Support
English level: upper
Published: 2020-08-01T00:00:00+03:00

The position would be ideal for candidates who are interested in growing and improving their skills as managers but also working on building processes, bringing optimisations, enhancing sales strategies, and overall improvements to the support team structure.

Around 4 people directly would be reporting for you. The team is constantly growing and the responsibilities/ number of reporting people may increase and change. The current position is for working manager, meaning that you will be expected to cover 4 hours of chats and 4 hours looking after the manager’s responsibilities.

The position would be ideal for candidates who are interested in growing and improving their skills as managers but also working on building processes, bringing optimizations, enhancing sales strategies, and overall improvements to the support team structure.

The team is fully remote and based in different locations. You will be looking after EMEA timezone team.

Innovation is welcomed!

**Responsibilities**
- Making sure that the team meets targets
- Onboarding / training for new team members
- Coaching existing team to reach targets
- Building relationships with team members and helping them to grow
- Working on different support optimization projects (such as decreasing number of contacts, increasing sales, decreasing duration of support, etc)
- Serve as the first point of contact for the customer support team on difficult cases

**Requirements**
- Previous management experience preferred
- Strong customer focus and high standards on tone of voice
- Previous experience with support optimization initiatives
- Previous customer service experience is mandatory
- Previous experience with sales initiatives in support is an additional bonus
- Previous experience with streaming is an additional bonus. Willingness to learn all details in live streaming is a must.
- Fluent English, other languages are plus
- Candidate should be based in EMEA timezone

**All candidates, who are interested to apply, please submit a brief cover letter to describe motivation for the role. Please also include the link to your stream in YouTube unlisted Event. (it could be 2 min test stream or full stream, it’s irrelevant).**

**What we offer**
- Start-up environment and flat company structure: daily work with the founders, no managers to watch over your shoulder.
- Directly influencing the direction of the product and development.
- Compensation: salary + equity.
- Constant feeling of creating something cool: building products that influence people’s lives.