A2 Hosting ยท 6 hours ago
Webhosting Tech Support Supervisor
United States
Full-time
Remote
Mid, Senior Level
3+ years exp
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Responsibilities
Oversee day-to-day contact center duties focused on team and shift operations, including scheduling and shift management, approving time cards, and monitoring queues to ensure smooth workflow and adherence to organizational standards
Act as a mentor and role model for team members within the Support department by providing guidance and technical advice, and handling customer escalations as needed while reinforcing our mission and core values
Track and manage the productivity and performance results of support team members
Develop and execute monthly coaching plans for team members with a focus on career development and performance
Prioritize coaching by fostering regular communication, nurturing strong interpersonal bonds, providing constructive feedback, and emphasizing skill enhancement
Manage ongoing career development and training of team members through onboarding, performance reviews, coaching, and disciplinary actions as needed
Create and present comprehensive business reviews that provide KPI stats, team insights, and additional information that can assist with both short and long-term strategic planning
Provide a continuous feedback loop to the Support leadership team regarding performance, blockers, achievements, and opportunities
Take proactive responsibility for addressing obstacles and difficulties as they emerge; actively seek resolutions while prioritizing open and transparent communication with all stakeholders
Foster a strong customer-focused mindset within the team by engaging with customers to foster positive relationships and enhance overall satisfaction
Qualification
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Required
A minimum of 3 years of team leadership experience required; preferably in a customer-service-based technical support organization
Prior experience with coaching team members and driving performance is required
A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members through all utilized channels (email tickets, live chat, and phone)
Ability to maintain a high level of professionalism and empathy during potentially stressful interactions with clients and team members
Effective time management skills with the ability to thrive in a fast-paced technical support environment
Exceptional interpersonal skills with the ability to support, motivate, inspire, and guide a high-performing team
Comfortable with learning new technical skills and adapting to new technologies/software
Preferred
Experience in web hosting with the ability to troubleshoot, diagnose, and resolve web hosting-related issues strongly preferred
Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred
CPCP and/or CWA certifications are a huge plus
Hands-on experience working with WHMCS preferred
Professional experience working in an Agile environment preferred, Jira experience a plus
Basic understanding of, or professional exposure to, process improvement and project management methodologies a plus
Benefits
Generous amount of Paid Time Off (PTO) hours, available DAY 1!
The ability to work from home; positions are 100% remote (aside from our data center team)
Paid parental leave
Free hosting services (we want our team to see why we're the best!)
Subsidized health insurance - A2 Hosting pays a substantial portion of insurance costs for our team members
Low-cost, high coverage dental and vision insurance options
Company-matching 401(k) plans (Traditional and Roth available)
Company-sponsored life and disability insurances
Company
A2 Hosting
A2 Hosting is a high-performance hosting provider. Their services range from Web Hosting, Reseller Hosting, VPS & Dedicated servers.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Bryan Muthig
Founder, CEO
J
Justin Mazzi
Chief Technology Officer
Recent News
2024-11-15
2024-10-30
2022-01-20
Company data provided by crunchbase
