Customer Support Manager

Overview

Looking for full-time work (8 hours/day)

at $3.76/hour ($727.26/month)

Bachelors degree

Last Active

July 27th, 2026 (yesterday)

Member Since

February 25th, 2017

Profile Description

I am currently with GroupRaise as a Customer Support Manager. I got promoted on May 22nd, 2018. I started with the company as a Customer Support Agent on July 18th, 2017.

As a Customer Support Manager, my tasks include but are not limited to:

**Operational**
Ticket Assignment/Volume Monitoring (Whole day)
Ticket Reallocation (in the event of agent absence, volume swings, etc)
Answering Tickets, especially Phone Call Requests
Monitor Ticket Trends (to report to HoCS)
Monitor Restaurant Applications
Transfer Support Knowledge Board Cards from Trello to Confluence
Confluence Article Updates
Relay General Reminders re Processes/Procedures (on behalf of HoCS)
Communicate Product Updates to the Team
Provide Support/Updates/Guidance to Team
Answer Team Questions (via Slack)
Review Restaurant Account Cancellation Tickets

**Reporting**
Weekly Management Meeting / Meeting Agenda
Weekly Evaluation of Tickets with Bad Rating
Monthly Incentive Tracking
Data Collection/Charting (miscellaneous CS projects)

**HR**
One-on-One Agent Discussions re Performance (as needed--disciplinary)
Payroll - Sending pay report to HR (Wise)
Help Center Article Updates
Updating Payroll Information
Manage Incident Records / Termination Notices
Hiring / Managing online job posting website 
Relay Company Updates to the team (on behalf of HoCS)
Approve / Manage Leave Requests and Records
Manage Warning System / Documentation
Updating Employment Records
Ensure Agent Productivity/ Training / Updating, Creation of training materials
Provide Support / Updates / Team Guidance
Performance Evaluations
Reporting on employee absences to HoCS
Weekly Learning Friday invitation

I know how to use or familiar with:
Zendesk (Admin)- Analytics and Knowledge
Metabase
Superset
Klaviyo
Sendgrid
Mixmax
Lob
Braintree
Canva
Slack
Trello
Confluence
Dropbox
Loom
BenchmarkONE
MS Office- Word and Excel
Google- Mail, Docs, Drive, Calendar, Sheets, and Hangouts

I use Starlink as my ISP.