Misfits Market is now looking for an experienced Real-Time Support Manager to oversee our real-time support team. Real-time support is currently handled primarily through live chat, but is soon to include SMS support and potentially social media support as well. As a growing company, this is an excellent opportunity to join us and help build and grow a team as we define the next chapter of customer support at Misfits Market.
The real-time support manager is responsible for developing and executing customer-facing support strategies designed to enhance a best-in-class experience for our customers through our real-time support channels (Live Chat primarily). Reporting directly to the Director of Customer Success, the Real-Time Support Manager is tasked with creating and maintaining support policies and best practices as well as agent scheduling and management of direct reports.
You will:
Day-to-day:
- Managing the team’s daily support functions
- Monitor key performance metrics (response time, handle time, CSAT, and more)
- Assessing staffing needs, i.e., overtime requirements – scheduling and approving overtime
- Responding to escalated customer support issues as needed
- Auditing, training, and continuous improvement efforts in conjunction with CS leadership and QA team
- Monitoring agent performance and productivity – auditing, approving, and submitting timecards to payroll
- Resolving disputes and implementing disciplinary action as needed
- Identifying and investigating trends in customer feedback
- Track performance metrics, maintain and monitor reports
Ongoing:
- Audit agent performance and productivity.
- Communicate and collaborate with department leadership, liaise with outside teams and departments as needed.
- Attend weekly/monthly leadership meetings
- Prepare reports on team efficiency
You have:
- Minimum 2 years experience as a customer service manager
- Experience managing a live chat, social media, or SMS support team
- Remote management experience a must
- Experience preparing and analyzing reports, diving into the metrics and creating processes to improve service and efficiency.
- Experience utilizing Zendesk, Kustomer, or similar online ticketing platform
- Previous experience in the online food / beverage, grocery, or subscription box space strongly preferred
- Startup experience strongly preferred
- The ability to thrive on your own as well as work collaboratively in a group setting
- Degree in customer service, communications, business, or relevant field a plus
Benefits:
- Unlimited PTO
- Monthly credits for Misfits Market
- Multiple health, dental, and vision plan optionsÂ
- Life Insurance
- 401k planÂ