This listing was posted on The Resumator.
Product Support Team Lead - Embedded Medical Devices (100% REMOTE)
Description:
One of our higher-paying clients is looking for a CX Lead/Manager who would oversee both regular tickets and escalation.Ideal candidate for the CX lead/manager would be a combination of factory floor leader + just enough strategic thinking to make incremental improvements. Examples of incremental improvements would include: Streamlining ticket workflows to decrease response time Solid writing and training skills to improve macros, train other agents Tech Stack: Zendesk, Shopify, Recharge, Brightperl (order management system), Slack. Other systems that they may interact with: Gorgias, Meta, TikTok, Social Management Escalation tickets - first response from CX agents, then handled by escalation specialists Escalated - Product defects, product failures, broken products, other production related issues Super-escalated - "stuck" discs, a type of specific medical situation called a vasovagal response, where a customer faints when using our product due to a rare nerve ending reaction to our product being inserted Social Social commentary on Meta and TikTok; currently handled by part time agent and a full time in-house social media manager Powered by JazzHR
Company:
Activate Talent
Posted:
March 15 on The Resumator
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