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Customer Support Manager for Web Hosting Company Needed ASAP

Full Time

Hello Customer Support Managers!

My name is Kevin and I am the CEO at SiteArrow - a company dedicated to making the process of building and hosting web sites easy and accessible. We’ve been in this market for over 4 years and have a remote team of 5  spread across the globe. 

We are looking to take our business to the next level with an amazing new full-time hire: a Customer Support Manager (CSM). The right person to take charge and run our Customer Support team. Who will stay on through 2019 and beyond.


We are looking for a CSM specifically with these requirements:

  • Native (or close-to native) written and spoken English
  • Excellent communication skills (weekly 1-on-1 calls are a must!)
  • 2+ Years experience in Customer Support in a tech company
  • Experience with web hosting software including WHMCS
  • Technical background in web hosting including cPanel/WHM and Virtualizer
  • Experience in a leadership role / leading a team
  • Experience working in a remote team and/or managing one (no matter the size)
  • Strong problem-solving skills and ability to manage complex situations

Nice to have:

  • A love of processes/organization and/or SOPs (Standard Operating Procedures)!
  • Previous experience using Asana, Slack and/or other organizational/management tools.
  • Experience in the Web Hosting industry

Your responsibility will include (but not limited to):

  • Building the support/training manual alongside CEO and existing team
  • Managing the team responsible for the effective support and communication of technical product information to customers
  • Maintaining and contributing to the improvement of the technical support team
  • Conducting weekly 30 min one-on-one calls with direct reports
  • Ensuring regular system audits for follow-up analysis and process improvement
  • Being responsible for quality assurance of support tickets
  • Handling any escalation points on higher level technical problems
  • Suggesting improvements and coming up with solutions on product based off tickets

To sum it up: we’re looking for someone who can take charge and run our Customer Support team. Someone who will stay on through 2019 and beyond.


Growth Opportunities/Perks:

  • Enjoy the benefits of remote work, getting things done and learning from wherever you want.
  • Learn to manage and grow a productive team.
  • Be mentored by our management team who care about your professional development.
  • Opportunity to grow in role/responsibilities within 6-12 months.
  •  

Our hiring process is made up of 5 parts, so please keep in mind that some time will need to be dedicated for a questionnaire, video, paid test project, and two 1-on-1 interviews.

If you are interested in working together, please send across this message to start the process: 

“My name is (insert name). I live in (insert current country). I’d like to apply for this position!” 

Thank you for taking the time to consider this position. I look forward to hearing from you soon!

Kevin