Regional Support Manager - Americas

Global · Full-time · Management

About The Position

Elementor is the leading website builder for professionals on WordPress, powering 5M+ active sites. Elementor is the ultimate WordPress page builder that lets you create beautiful WordPress websites in the easiest and quickest way possible.

The key difference is that you can reach a high level of design, while designing live, and on the frontend of your site. It includes dozens of useful widgets & features like drag & drop and live editing, achieve a pixel perfect design with ease, a stunningly designed template library, a unique mobile editing toolset and a visual revision history feature.

Just recently we launched the Elementor Experts Arena that allows everyone to find an Elementor Expert that will build the best website for them, and there are even more products to come to extend the Elementor ecosystem and create the complete package for web creators to build their business on top of Elementor.


More awesome facts about Elementor

Simply put, Elementor is the best website builder in the world. It’s not that we are arrogant, there was actually a contest and we won. Twice !!. Elementor has won the best Wordpress plugin contest for two years in a row.

We just recently celebrated more than 5M websites built on top of Elementor, and Elementor is only 4 years old.

In 2019 there were more than 100+ meetups worldwide, driven by our huge community.

There are Udemy courses that teach web professionals how to use Elementor to produce great stunning websites.

We didn't actually count, but there are probably hundreds of tutorials, guidelines, webinars, and youtube videos out there that educate our awesome community on how to utilize the Elementor page builder to its full potential.

Responsibilities

Reporting to the Head Of Customer Support you will be responsible and accountable for the overall customer service relationship and experience under your region. This includes:

  • Handling high-frequency inbound contacts of technical and account requests, as well as features and partnerships relationships.
  • Focused on service availability, performance, and customer satisfaction, the Regional Support Manager will have a high level of technical knowledge on Elementor products and services, and be responsible for the prompt and effective resolution of all service-related issues.
  • You will manage the team leaders and shift managers in your region and be responsible for the optimal operation of the team. You will be in charge of creating and nurturing a productive environment on the technical support team. 
  • Your responsibility is to deliver a high-quality customer service experience by organizing and motivating your team. 
  • You will handle the hiring process for new support agents in your region and make sure their training is adequate. 
  • You will set up and provide daily, weekly and monthly reports on all levels: Rep/shift/team efficiency and quality, Customer NPS, setup procedures for onboarding new employees, and train and increase professional and service levels of existing employees. 
  • You will set daily, weekly, monthly and quarterly goals for your region and set a plan to achieve them.

This position is for candidates located in the area of the Americas only.

Requirements

  • At least two years of experience in a technical support management role with at least 30 employees under wing
  • Experience in working and managing teams remotely - mandatory
  • Experience working in high-frequency support centers at scale
  • Knowledge in CRM, ticketing, reporting tools, and in setting automation
  • Substantial experience with WordPress and its ecosystem
  • Knowledge in full-stack development - advantage
  • Experience with Elementor - advantage
  • Knowledge in cloud platforms - advantage
  • Exceptional courtesy and overall, a “people’s person"
  • Superb level of English
  • Other languages - advantage
  • Methodological, analytical
  • Capable of mentoring and coaching managers and reps
  • Hands-on approach
  • Experience in working with marketing, product and R&D teams and set up working processes


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