Posted Jul 24
Runs the HelpDesk agents on a day-to-day basis and steps in when human intervention is needed. Handles escalated tickets that the HelpDesk agent cannot resolve — complex technical issues, sensitive customer situations, and cases requiring judgment that AI cannot reliably provide. Provides feedback to the Head of Customer Support on agent performance and improvement opportunities.
Day-to-Day Agent Operations
Operate HelpDesk agents for day-to-day customer support
Monitor agent performance and ticket queue health
Ensure agent responses meet quality standards defined by Head of Customer Support
Human Escalation
Handle escalated tickets requiring human judgment or technical expertise
Resolve complex technical issues that require product knowledge beyond agent capabilities
Manage sensitive customer situations with empathy and professionalism
Ensure customer satisfaction for escalated cases
Agent Improvement Feedback
Provide feedback on HelpDesk agent performance and quality to Head of Customer Support
Identify patterns in escalations that indicate agent skill gaps
Suggest agent skill improvements based on recurring escalation types
Collaborate with Product Engineers when support issues indicate product defects
Required:
Core
