Support Strategic Lead
Posted on 2/6/2024
INACTIVE
Angel Studios
Locations
Provo, UT, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Zendesk
Customer Service
CategoriesNew
Business & Strategy
Customer Success & Support
Requirements
  • Bachelor’s Degree or equivalent
  • At least 2 years customer service experience
  • Proficiency with Microsoft Office and Google Workspace
  • Detail-oriented perspective and able to pick up on overlooked details
  • Strong leadership skills
Responsibilities
  • Be in the office at least 3 days a week to coordinate and plan with the reporting manager
  • Assist with managing the flow of new information, including finding answers for support agents
  • Support in planning and executing in-person meetings as well as weekly team meetings
  • Curate and manage macros in Zendesk
  • Assist with training/hiring new agents to fill positions
  • Oversee schedules and PTO requests of team members and make decisions in best interest of company
  • Help supervise current team needs including birthday recognition and others as applicable
  • Supervise with gathering metrics and quality assurance data
  • Assist team in direct team needs including live streams, social media moderation, and customer support related tasks
  • Generate reports regularly to ensure measurable success and improvements
  • Serve as primary support to manager for all other tasks relating to support department success
  • Must attend and contribute to regularly scheduled staff meetings
Desired Qualifications
  • Bachelor’s Degree in a business-related field
  • 2+ years customer service experience
  • Previous supervisor or team lead experience
  • Zendesk experience preferred