Remote Job

Team Manager, Technical Services – Registry

GoDaddy

• Full Time
• Posted : 2 years ago

TELECOMMUTE               Location: Remote, US

• College Degree or equivalent experience with a specific focus on the Internet and Customer Support
• 2+ years managing a technical support organization supporting enterprise customers
• Project management theory & demonstrated practical experience
• Customer support experience as a Support agent
• Strong organizational skills
• Strong clear verbal and written communication and presentation skills is required
• Strong Custom Relationship Management (CRM) strategy and service ethic
• Excellent interpersonal skills and able to communicate with a wide range of clients
• Excellent analytical, research, numeracy and problem-solving skills.
• Strong decision-making skills and the ability to take the lead
• Confident consultation skills demonstrating comfort approaching customers
• Ability to explain complex information in simple terms and deliver clear and concise client recommendations
• Ability to multitask and leverage escalation procedures.
• A foundational understanding of Web Services, XML, and computer networking preferred but not required

Responsibilities and Duties

• Managing the daily operations of the Registry Support Team (RST)
• Ensure all processes are documented, maintained and refined for continuous, reliable, repeatable, efficient processes
• Adhering to established procedures & protocols to ensure superior customer satisfaction
• Manage on-shore and off-shore teams for email, phone and ticket responses based on customer SLAs and productivity goals
• Participating in the RST staffing process including recruitment, supervision, development, evaluation and discipline
• Developing & maintaining policies & standards for maximizing RST effectiveness while minimizing costs
• Safeguarding team alignment with stated goals, guidelines and objectives
• Routinely offering support & mentorship to RST staff
• Ensuring compliance with departmental budgets
• Strong delegation skills and the ability to re-prioritize work based on situation
• Ensuring team compliance with process & technical training requirements
• Be an integral part in a team environment and act as central subject matter expert for more complex issues and customer inquiries
• Assist in developing job aides and knowledge base articles for teams and customers
• Determine employee skills/developmental needs and coach, counsel work with the management team on a plan to improve performance
• Provide timely feedback to representatives regarding overall performance. Supervisor will meet with team members on weekly basis to provide coaching and/or one on ones, in addition to real – time coaching and normal daily interactions
• Directly managing, or with Operational support, customer escalations to successful conclusion
• Providing concise status reports on a regular basis
• Drive strategic business decision making through detailed analytics, insights, and Real-Time reporting on Key Performance Indicators (KPIs) and financial results
• Collaborates with other staff to research and resolve customer facing issues.
• Collaborates with product managers and engineering team(s) to explain errors and/or recommend modifications in customer systems

Skills

• CRM
• Customer Support
• Organization skills
• Technical
• Product Management
• Account Management
• Project Management
• KPIs
• Managing Skills
• Written & Verbal Communication
• Collaborative
• Web Service