Customer Support Quality Manager

MadridBlues, the parent company of several e-commerce & SaaS platforms is looking for a dynamic teammate to join us to work in an environment where the demands and directions of work are constantly changing. We are a fully distributed team from over 10+ countries. Our team is very small and friendly. Hours: Extremely flexible - you can work any weekdays/weekends. All we ask is that you stay for at least 2 hours at a time. We are currently offering up to 20 hours of work per week. We have a team of 8 who's handling customer support. We are seeking a senior support specialist to head, monitor and improve the support delivery. Primary Responsibilities - Manage a team of customer support executives - Train them in best practices - Making sure all support tickets are handled as per SLA - Developing new training modules - Understanding issues and improving knowledgebase - Maintain metrics & documentation In addition you will also be handling direct support queries - Use online software to answer customer questions via email & chat - Help customers solve a wide variety of issues - Solve problems creatively - Excellent written communication skills - Strong sense of empathy - Previous experience with web-based customer support tools - Not a requirement, but a decent sense of humor doesn't hurt :) - Experience with SaaS - 3+ Years experience in Customer support Please specify if you are can handle a multi role. This is a remote position. Mandatory information to be sent during application Expected Hourly rate Number of hours available per week Timezone and schedule of availability (example 10 am est to 2 pm est) How soon can you get started Any additional skills which we should know about What support software have you had experience with?