About Us:
Umbrella powers thousands of marketing agencies worldwide, offering comprehensive marketing services and solutions tailored for small businesses. We provide training, marketing tools, and all the resources needed to help agencies thrive and grow.
Position Overview:
We are seeking an exceptional Remote Support Manager to lead our top-rated customer support team. The ideal candidate will excel in managing a team, providing advanced product, technical, and marketing support to our members, and driving continuous improvement in customer service operations.
Key Responsibilities:
- Lead and manage a team of customer support representatives, ensuring high performance and professional growth.
- Develop and implement strategies to improve customer support processes and outcomes.
- Deliver comprehensive information about our various solutions and their applications.
- Oversee call escalations and client concerns with professionalism and efficiency.
- Maintain an outstanding level of customer service while managing a significant volume of inquiries and emails daily.
- Provide expert assistance to members with complex operational issues related to sales conducted through our platform.
- Handle and resolve high-level billing inquiries.
- Monitor team performance metrics and provide regular reports to senior management.
Qualifications:
- Background in digital marketing, including SEO, PPC, Facebook advertising, or website building.
- Exceptional written and verbal communication skills.
- Proficiency in conducting support via a ticketing system for emails and online meetings using Zoom and Google Meet.
- Proven ability to manage time effectively and handle multiple high-priority tasks simultaneously.
- Minimum of 3+ years of experience in SaaS-related customer support, with at least 2 years in a managerial role.
- Demonstrated experience in proactively identifying and resolving customer concerns, utilizing problem-solving skills and critical thinking to ensure client satisfaction.
- Strong leadership skills with a track record of developing and motivating high-performing teams.
- Demonstrated proactivity, with a strong ability to independently explore and implement solutions.
- Quick and adaptive learner, capable of mastering new skills by shadowing and self-directed learning.
Why Join Us?
- Be part of a supportive and dynamic team of industry leaders.
- Significant opportunities for growth and professional development.
- Work in an environment that values your contributions and fosters a positive work culture.
- Fully Remote position in US Hours
- $3k Monthly Salary
Please submit your English CV to t[email protected]
