Customer Support Manager
CurrentReview all support cases through HelpScoutHandle all cases that require supervisory feedback and escalated casesWrite guidelines, policies and procedures for the support teamUpdate guidelines, policies and procedures for the support teamCoordinate and post weekly schedules for all support repsReview all RTO's and decide outcome based on teams availabilityHandle all HR related inquires and resolve conflictsReview all invoices/payroll and approve for processingModerate the Tech Support Group on-siteWrite and review all new Knowledge Base articlesGather and compile weekly customer service statisticsAnnounce and provide feedback on customer service statisticsReview cases and compile weekly consistency checksReview all CSATs and provide feedback to RepsTrain all new support repsRun 1on1s with all support repsParticipate in management meetingsCoordinate with the legal team and on-site caretakersMonitor appeals inbox and respond to escalated casesCoordinate with payment processors to resolve customer payment issuesHandle support cases when necessary for coverageRespond to all on-site caretaker crossover on reportsUtilize Github issues and chores to coordinate bug resolution/changes with engineering/SIPs teamDocument and dispute all payment Chargebacks through DialXS/CCuro's portalReview and respond to BBB, SiteJabber and TrustPilot reviewsHandle DMCA's and Counter DMCA's in collaboration with the Legal teamHandle requests for interview, and TV/News/Movie production requestsHandle Phishing Reviews/TakedownsNavigate the outage response when necessary
