Head of Customer Support

Do you love making customers happy while leading a team to success? 

At QuickSync (quicksync.pro), we’re transforming e-commerce for sellers, and we need a Customer Support Manager to help us keep our customers smiling!

With over 1,000 5-star reviews in just a year, our product is making waves in the industry. Now, we need someone like you to lead our support team and ensure our 15,000+ users continue getting the exceptional service they deserve.

Experience - 8+ Years

Notice Period - Immediate to 30 Days

Job Location - Remote

Why You’ll Love This Job:

• Make a Real Impact: Lead a team that supports thousands of businesses and plays a key role in their success.
• Growth Opportunities: We’re all about learning and improving. No matter where you are in your career, there’s always room to grow.
• No Drama, All Support: Enjoy a stress-free, non-toxic work environment that encourages positive vibes and collaboration.
• Fair Pay & Bonuses: Competitive salary

Responsibilities:

1. Daily Operations: Oversee day-to-day support activities and ensure smooth ticket handling across all channels.

2. Ticket Workflow & Escalations: Manage ticket prioritization, routing, and escalation to ensure fast and accurate resolutions.

3. Quality Assurance (QA): Review conversations, ensure communication quality, and verify that issues are resolved with care and clarity.

4. Customer Happiness: Own customer sentiment, monitor feedback, reduce complaints, and ensure users feel supported at every step. Measure CSAT Scores. 

5. Weekly Team Meetings: Run structured weekly syncs to review performance, discuss challenges, and align on improvements.

6. 1-on-1 Coaching: Conduct regular 1:1s to mentor agents, address challenges, and guide performance improvements.

7. KPI Tracking: Track and report core support metrics (response time, resolution time, CSAT, backlog, etc.).

8. Policies & Documentation: Create, update, and maintain support SOPs, workflows, and knowledge base content.

9. Team Culture & Morale: Build a positive, unbiased, collaborative team environment and drive fairness and unity.

You’re Perfect for This If:

• You’ve handled a team of up to 100 CS Execs.
• Tech-Savvy: Experience with tools like ClickUp is a plus.
• Problem-Solver: You love finding creative solutions and helping others grow.
• Independent Leader: You’re self-motivated and can lead without micromanaging.

If you’re passionate about customer success and want to make a lasting impact at a rapidly growing company, we’d love to hear from you! - hr@itsquick.co