Job Description

We are looking for an experienced customer support professional who thrives in a dynamic, fast paced environment and exhibits grace under pressure. This is a leadership position requiring collaboration with management, customer support representatives, and other departments to ensure common product and customer priority goals are met. This individual will rely on extensive experience and judgment to plan and accomplish goals. A high degree of technical proficiency, creativity, analytical thinking, and independence are key to Success.

What you’ll do if chosen for this role

● Responsible for managing the daily operations on the floor to drive the performance and quality of a team of customer support representatives (10+ CSRs)

● Coordinate and/or perform training for new and existing teammates. Continue to evolve training derived from direct feedback and brainstorm new methods for efficiency.

● Perform Quality Assurance for the team providing regular feedback including coaching opportunities and positive encouragement that support to further advance our company goals. Act as liaison between customer support representative and manager to facilitate healthy career development.

● Resolve customer escalations through email, phone, and chat while providing feedback when necessary to deflect future escalations.

● Manage all team schedules to optimize coverage where needed.

● Perform all duties as acting manager as backup when the manager is out of office.

● Scrub the queue daily to identify any trends, triage requests, and make judgment call on

when to pause other projects to assist in call, chat, or email queues.

● Act as liaison between 3rd Party vendors, Registry contacts, and collaborate cross departmental for various projects and needed escalations.

● Regularly generate and analyze reporting to optimize efficiency and identify trends.

● Anticipate needs of team to proactively brainstorm solutions before issues arise.

● Excel at task orientating, fulfilling duties in a timely and thorough manner.

● Must be able to prioritize tasks, excel at time management skills, be detail oriented with outstanding follow through, and make sound decisions on a daily basis.

● Suggest how procedures and daily activities can be improved to better meet department

and company goals.

● Must have excellent written and verbal communication skills.

● Create/optimize articles and shared tools for the team.

● Will use internal tools to research and resolve complex situations and make decisions

where sometimes answers fall into gray areas.

● Other duties as assigned.

What we’d like to see in your experience

● Minimum 2 years technical support and/or customer service experience in a high volume, customer facing role providing either retail, phone, email or chat customer support

● Supervisory Experience

● Experience in domain name industry

● Strong work ethic, great attendance and punctuality

● Willingness to learn new technologies

● Strong drive for challenging the status quo to innovate and improve the customer experience and company products

Preferred technical proficiencies

● Troubleshooting skills with email programs and various browsers

● Website development and coding (e.g., HTML/PHP/ASP)

● Domain Name, Web Hosting, ISP industry

● DNS troubleshooting

● General understanding of security technologies

Education Requirements

● Minimum of a High School Diploma or GED, bachelor’s degree or higher preferred.