Job Description
📋 Description Build shift schedules and on-call coverage with backups Run standups covering SLA performance and escalations Onboard and certify new reps before touching live queue Own weekly quality audits and coach results Maintain routing playbooks and shadow-channel controls Be the escalation point and maintain fast, trusted round-robin routing 🎯 Requirements 4+ years in customer support/service, including 1+ year leading or coaching a team Excellent written English and high writing standards for the team Real experience with SLAs, queues, and support metrics Calm and decisive in escalations Comfortable owning a dashboard and presenting to leadership Reliable home internet and a professional remote workspace 🎁 Benefits Experience standing up or restructuring a support function Hands-on with HubSpot Service Hub, Freshdesk, Zendesk, or Intercom, including reporting Background in staffing, recruiting, virtual assistants, or BPO Experience running shift-based or 24/7 teams
