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Customer Service
Customer Support Manager
@Restream
[Hiring] Customer Support Manager @Restream
Apr 05, 2025 - Restream is hiring a remote Customer Support Manager. đź’¸ Salary: unspecified. đź“ŤLocation: Northern America.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As a Customer Support Manager, you will lead, develop, and inspire a team of Support Representatives to provide world-class assistance. You’ll be responsible for team performance, engagement, and operational improvements while championing Restream’s product and values.
- Lead, coach, and develop a team of 5–10 Support Representatives.
- Maintain high-quality support, driving continuous improvements in response times, resolution rates, and customer satisfaction.
- Act as a bridge between Support and other teams, ensuring customer feedback informs product and operational decisions.
- Identify opportunities to enhance workflows, leveraging automation, AI tools, and process improvements.
- Provide clear performance expectations and feedback to empower your team’s growth.
- Foster a customer-focused culture that promotes empathy and accountability.
- Monitor and report on key Support metrics, ensuring data-driven decision-making.
- Oversee and refine AI chatbot performance, ensuring accurate and helpful responses.
- Take the lead on special projects and strategic initiatives that elevate Support’s impact.
Qualifications
- 5+ years of experience in Customer Support, with at least some in a leadership role (people management).
- Proven experience coaching, developing, and leading a high-performing team.
- Proficiency in help desk platforms and tools (Intercom preferred).
- Tech-savvy, with prior experience in technical support and troubleshooting.
- A track record of implementing process improvements that enhance the user experience.
- Strong analytical skills, with an ability to identify trends and advocate for user needs.
- Skilled in change management and elegant problem-solving.
- Excellent written and verbal communication skills—you set the standard for customer interactions.
- Familiarity with live streaming will be a plus.
Requirements
- While this position is remote, the schedule will be from 2 PM to 11 PM UTC.
Benefits
- A startup environment and a flat company structure.
- Work closely with founders and team to build and grow the product.
- Opportunity to make an impact on the evolution of the product.
- Ability to create something that influences people's lives.
- The tech you need to get your job done.
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| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Northern America
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
