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Frontline Customer Support Manager - IL

Israel - Sderot · Full-time · Leader

About The Position

As Elementor’s Tier 1 Manager, you will be responsible for the daily operations of Elementor’s Tier 1 support team, its facilities, daily performance, and professional growth. 

As part of your ongoing duties, you will be responsible for managing a resilient and flexible staffing plan, that will ensure the availability of T1 support agents throughout the day, in order to meet or exceed Elementor's established customer SLAs. You will act as the highest leadership role in the Tier 1 function, reporting to the regional director of support in EMEA (based in Israel).

Additionally, you will be responsible for the proper management of all facilities and infrastructure of the Tier 1 site and will ensure its continuous availability, the agents’ wellbeing, and the proper use of resources.

As a key leader for Elementor’s customer-facing group, you will have the opportunity to collaborate with a global team of professionals in continuously developing and enhancing Elementor users’ customer experience, on a daily basis.

Responsibilities

  • Develop and maintain the staffing schedule
  • Collaborate with team leaders and regional management team to ensure daily workforce coverage
  • Communicate daily goals and updates to the team leaders
  • Ensure effective agent operation and assist in escalated customer interactions
  • Own and monitor performance and quality KPIs and take part in the development of the service and function
  • Maintain shift logs and other data recording requirements
  • Assist the management team in planning headcount requirements
  • Manage the site, facilities, infrastructure, and resources

This position is for candidates located in Israel only.

Requirements

  • 3 years experience in support shift/team leadership
  • 3 years experience using customer support tools (ticketing, chat, analytics)
  • Experience as a call/support center manager - major advantage
  • Experience with support workforce management and scheduling tools
  • Experience in managing people, facilities, and operation
  • Effective oral and written communication skills in English and Hebrew (mother tongue level)
  • Ability to multitask in a high-pressure and sometimes hectic atmosphere
  • Driven to explore new methodologies and identify new opportunities for growth
  • Ability to breakdown complex issues and guide through technical processes in layman's terms
  • Self-motivated and accountable when working independently
  • A team player who cultivates a trusting and transparent culture
  • Exceptional courtesy, patience, and overall a “people person”

Nice to have:

  • Experience with WordPress and other CMS platforms
  • Knowledge of HTML, CSS, JavaScript, PHP, and other coding languages
  • Knowledge of web development tools, web applications, web servers, and infrastructure
  • Experience with Elementor tools

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