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Lead Support Agent

A critical part of Mutual’s business is to provide excellent support to our customers. The lead support agent is responsible for leading a customer support team of 2-4 part-time workers. There are two main responsibilities that support agents have. First is responding to support tickets through the Zendesk ticketing system. The second is to review the various queues Mutual has in its internal admin portal. The lead support agent will spend the majority of their time working alongside the support agents to complete the daily inbound traffic that is received. However, the leadership portion of this role will take precedence over the daily inbound traffic, and the lead support agent should delegate work to other agents so that while he/she is working on leadership responsibilities, the daily inbound is still being handled.

In the leadership role, the lead support agent uses his/her management skills to ensure that the support team is completing the various responsibilities they hold in a timely manner. The lead is responsible for monitoring and reporting to the leadership team the current status of the admin portal and Zendesk, and recommending any adjustments to procedures, processes, or personnel to effectively complete the job. One of the key responsibilities of the lead support agent is to keep track of the various issues being reported by users, or being found by other support agents throughout the day, and to escalate serious issues to the engineering team in a timely manner. Hand in hand with this responsibility, the lead support agent should gather as much data as possible from users so that when the engineering team is looped in, they already have the information they need. The lead support agent will audit the work of the other agents on a regular basis to ensure procedures are being followed. The lead agent will also work to create unity among his/her team so that together we can achieve the goal of providing excellent support to our customers.

This job has a strict schedule 9AM-5PM. For student applicants, please ensure that this schedule works for you. If it does not, this will not be a good fit for you.

Preferred Qualifications
  • 2+ years of experience in customer service
  • Excellent computer skills
  • Strong english writing skills
  • Excellent communication skills
  • Fluent in Spanish or Portuguese
  • Experience managing students, high-school kids, or other small team environments
  • Excellent Accountability