This job listing expired on Aug 14, 2024
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Location: 100% remote - US applicants must reside in Arizona, Idaho, Indiana, Ohio, Michigan, New York, or Pennsylvania

Company Description:

BisectHosting is a leading innovator in the gaming hosting industry, dedicated to delivering top-tier hosting solutions tailored for player-owned gaming servers. Our commitment to the community and customer service has always set us apart, and we are looking for a dedicated Customer Support Manager who can embody our values, guide our customer support team in their day-to-day operations as well as our long-term, strategic goals.

ABOUT THE ROLE

As the manager of the Customer Support department at BisectHosting, you will develop strategies to lead the support team in providing solutions to customer issues, expand the customer base, and retain existing customers. Our customer support team operates 24/7/365. The ideal candidate will have relevant experience in technical support or customer service management within the gaming or technology sector.

WHAT YOU'LL DO

  • Oversee the Customer Support Department and empower the staff within it.

  • Develop and maintain a comprehensive training program for new and existing support team members to ensure consistent and high-quality customer service.

  • Evaluate the effectiveness of training programs and make continuous improvements based on feedback and performance metrics.

  • Proactively monitor and analyze support ticket data to identify repetitive issues, developing strategies and collaborating with other departments to implement fixes and reduce repeat inquiries.

  • Conduct research and analysis that inform decisions to contribute to support agent effort and engagement and make handling support requests faster and easier.

  • Actively find new ways to increase the quality of our support and customer satisfaction.

  • Help to develop innovative strategies and realistic objectives, targets and measures.

  • Actively find new ways to increase efficiency of the customer support team to promote long-term goals.

  • Brainstorm and plan new ideas for support tools, systems, possible automations, and other efficiency elements.

The Customer Support Manager will work collaboratively and directly with the operational team and fellow supervisory/management team members for the oversight and execution of daily duties, workflow management, and day-to-day management of the Customer Support team and its business processing.

REQUIRED CRITERIA

  • 3+ years experience in a similar role.

  • Proven ability to communicate successfully and efficiently with customers, colleagues, and management.

  • Strong sense of job responsibility and ownership.

  • Ability to work effectively both independently and within a group.

  • Strong understanding of business metrics and their application.

  • Detail-oriented and highly organized with exceptional prioritization skills.

  • Collaborative, conscientious, and customer focused.

  • Strong problem-solving and analytical skills.

  • Ability to work in asynchronous teams.

  • Demonstrated success in leading and improving customer support teams, with a focus on efficiency and customer satisfaction.

  • Experience in developing and maintaining training programs for customer support teams.

  • Strong technical aptitude, including experience with gaming servers or similar technical environments. A passion for technology and continuous learning is essential.

WHY WORK WITH US?

Joining BisectHosting means becoming part of a forward-thinking company that's at the cutting edge of gaming hosting solutions. You'll have the opportunity to make a significant impact in a niche market, driving the growth of our brand and establishing key industry partnerships. We offer a vibrant, collaborative work environment, competitive compensation, and the chance to lead exciting initiatives at the intersection of gaming and hosting technologies.

Benefits:

  • Comprehensive Paid Time Off (PTO) including vacation, sick days, and holidays

  • 401(k) Retirement Savings Plan

  • Profit Sharing Plan

  • Cash Balance Plan

  • Home Office Stipend to enhance your remote work setup

  • Comprehensive Health Benefits including medical, dental, and vision insurance

  • Generous Parental Leave Policy to support new parents

  • Access to Complimentary Services from BisectHosting

ADDITIONAL INFORMATION

Please ensure CVs/resumes attached to the application are in English.

Interviews are conducted virtually via Google Meet.