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3 Remote Executive Technical Support Jobs at companies like Uscreen, Crossover and last posted 1 month ago

3 Remote Executive Technical Support Jobs at companies like Uscreen, Crossover and last posted 1 month ago

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We are growing! And we’re looking for an amazing individual to join our Customer Success team. We’re seeking a real champion for this position: a well-rounded person to help onboard our customers and help them succeed. This is a technical role but requires constant stellar communication, proactively offering setup support and assistance to our customers.{linebreak}{linebreak}Uscreen is an amazingly diverse, fast developing video monetization platform, and the person joining us will play a pivotal role in our growth. This is a fast-developing industry, and we’ll need our Customer Success champ to know every detail about our platform and how our customers can use it to maximize its value. Besides just owning all that sweet knowledge, you’ll need to be able to communicate it, and educate our customers with ease.{linebreak}{linebreak}Our team is incredibly smart, passionate, supportive, skilled, open to learning and constantly developing. We’re looking for someone who can match that energy. {linebreak}{linebreak}**About the role:{linebreak}**This is a customer facing role: you will be one of the first points of contact for our customers in order to help them set up their account. From basic setup and video uploads, to answering a variety of questions generally asked when first signing up, it’ll be your responsibility to provide our customers with solid answers and guidelines.{linebreak}{linebreak}Your main goal is to become the go-to person for all onboarding questions and to create a rapport with our customers, making them feel they can reach out at any time.{linebreak}{linebreak}We are looking for someone reliable and eager to work with us long-term. This is a full-time remote position, and is not suited for a digital nomad lifestyle. We require a steady internet connection and a mandatory overlap of working hours with the rest of the team. {linebreak}{linebreak}{linebreak}In this role, you will wear a few different hats, including:{linebreak}{linebreak}Proactively contacting new customers to help them get setup (by email & phone){linebreak}Helping the tech support reps in the ticket queue{linebreak}Attending and (later) fully hosting webinars a few times per month{linebreak}Giving in-depth analysis of customers websites and content to offer them tips and tricks to succeed (and don’t worry, we have our marketing team watching your back){linebreak}{linebreak}**Requirements:{linebreak}**Must have:{linebreak}2+ years in Customer Support or similar{linebreak}Experience in SaaS{linebreak}A fully functioning workstation and a quiet place to work (with their own laptop){linebreak}{linebreak}{linebreak}**Must be:{linebreak}**Able to overlap with our Washington, D.C. based team: from 9AM to 6PM EDT{linebreak}Quick to learn and able to understand our platform as well as the video and OTT industry{linebreak}Able to work independently{linebreak}Native or near-native English speaker (North American accent is a plus but not a requirement){linebreak}Overall a nice person :) {linebreak}{linebreak}**Our ideal candidate will also have:{linebreak}**Experience working with Zendesk or similar{linebreak}Good communication skills, both written and verbal{linebreak}{linebreak}{linebreak}**Benefits:{linebreak}**Full-time (40 hours per week) remote job with contract. We want to make it clear that this is NOT a freelance / part-time position you can do in tandem with other professional endeavors{linebreak}Amazing, young and motivated team{linebreak}Work from anywhere (OK, almost anywhere…), as long as you have regular overlap with Eastern Time business hours and can schedule overlap with Pacific Time business hours when needed for customer calls.{linebreak}20 paid days off per year (eligible after the first 6 months with the company){linebreak}Budget for personal development{linebreak}{linebreak}{linebreak}**About Uscreen:{linebreak}**Uscreen is the world’s leading video monetization platform. We help thousands of creators, entrepreneurs, fitness trainers, coaches, entertainment companies and various other experts launch their own video-on-demand streaming service and make money selling videos online. Think of it as building your own "Netflix". We are a lean startup, but are fully independent, privately held and profitable.{linebreak}{linebreak}We are a SaaS company with an agile, but structured environment. Uscreen is a remote-first company, with our team members distributed across the world. However, we do have rules and guidelines set in place to make sure everyone is delivering their best work and maintains an overlap with the rest of the key members of the team.{linebreak}{linebreak}{linebreak}**How to apply:{linebreak}**Apply using the link below{linebreak}We review the applications and email candidates who qualify for the second round{linebreak}The qualified candidates will be asked to do a test task: usually a video of yourself answering a few questions{linebreak}After we review the submissions, we will organize a Skype interview with the successful candidates{linebreak}{linebreak}Please note that due to the high volume of applications, we are only able to respond to successful candidates. {linebreak}{linebreak}{linebreak}**APPLY HERE:** https://goo.gl/forms/zB6PxA73bC6gsjyB3 {linebreak}{linebreak}# Responsibilities{linebreak} In this role, you will wear a few different hats, including:{linebreak}{linebreak}Proactively contacting new customers to help them get setup (by email & phone){linebreak}Helping the tech support reps in the ticket queue{linebreak}Attending and (later) fully hosting webinars a few times per month{linebreak}Giving in-depth analysis of customers websites and content to offer them tips and tricks to succeed (and don’t worry, we have our marketing team watching your back){linebreak}{linebreak}**Must be:{linebreak}**Able to overlap with our Washington, D.C. based team: from 9AM to 6PM EDT{linebreak}Quick to learn and able to understand our platform as well as the video and OTT industry{linebreak}Able to work independently{linebreak}Native or near-native English speaker (North American accent is a plus but not a requirement){linebreak}Overall a nice person :) {linebreak}{linebreak}# Requirements{linebreak}**Requirements:{linebreak}**Must have:{linebreak}2+ years in Customer Support or similar{linebreak}Experience in SaaS{linebreak}A fully functioning workstation and a quiet place to work (with their own laptop)

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# How do you apply? **APPLY HERE:** https://goo.gl/forms/zB6PxA73bC6gsjyB3
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When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.


Crossover

Customer Support Manager ($100k/year) Work


Crossover


customer support manager

team leader

technical support

management

customer support manager

team leader

technical support

management

1mo

Apply

**Customer Support Managers at Crossover are excited about their mission to deliver world-class service and develop people at the same time. Our Managers are experts in analyzing data to improve performance. These elite coaches are the driving force behind Crossover’s success.**{linebreak}{linebreak}Customer Support Managers are required to lead a remote team of level 1 and level 2 agents from all around the globe. To do so, you will utilize the data from our Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals. You will be responsible for coaching your team, and you will be expected to drive quality and ensure agents are delivering stellar service to every customer. You will also be an active part of Crossover’s growth by participating in hiring tournaments aim to find top talent for your teams.{linebreak}{linebreak}# Responsibilities{linebreak} **Key Responsibilities include but are not limited to:**{linebreak}{linebreak}* Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers{linebreak}* Conduct 1:1s to provide weekly updates to assess each team member’s performance{linebreak}* Manage the whole end to end process for incidents, requests, and escalations{linebreak}* Show week over week improvement {linebreak}* You will receive daily feedback from your VP on the team’s performance, and you will need to fix what is not working immediately {linebreak}* Utilize the data from the Worksmart productivity measurement tool to develop individual performance plans and achieve aggressive weekly goals{linebreak}* Collaborate with our Knowledge Base Team in the creation, management, and distribution of critical information{linebreak}* Participate in Crossover’s Global Hiring events{linebreak}* Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts{linebreak}* Be able to manage and thrive in a global, fast-paced virtual environment {linebreak}{linebreak}# Requirements{linebreak}**To be a great candidate for the Customer Support Manager position, you must have the following skills/experience:**{linebreak}{linebreak}* Bachelor’s degree or equivalent{linebreak}* Have perfect spoken and written English{linebreak}* 7+ years of software support experience managing +15 L1/L2 software support agents{linebreak}* Experience with deep diving for >500 tickets per week{linebreak}* Experience writing technical knowledge base articles and playbooks{linebreak}* Strong leadership and presentation skills{linebreak}* Excellent soft skills, including critical thinking, decision making, and conflict resolution{linebreak}* Committed to self-development and the professional growth of others{linebreak}* A passion for creating work in a process-driven way and working with team members to continuously improve the process{linebreak}* Excellent at reducing overly complicated and unstructured answers into a set of structured and straightforward decisions

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Apply for this Job

👉 Please reference you found the job on Remote OK as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.

This year


Crossover

Customer Support Manager ( $100k/year)


Crossover


helpdesk

technical support

customer support

exec

helpdesk

technical support

customer support

exec

4mo

Apply

Customer Support Managers at Crossover are excited about their mission to deliver stellar service and develop people. Our Managers are experts in analyzing data from our Worksmart tool to drive performance. These elite coaches are the driving force behind Crossover’s success.{linebreak}{linebreak}# Responsibilities{linebreak} **Responsibilities include but are not limited to:**{linebreak}* Manage and coach a team of 15-20 remote Level 1 & Level 2 Software Support Engineers{linebreak}* Conduct 1:1s and check-ins to drive quality, and provide weekly updates to team{linebreak}* Give visibility and manage the whole end to end process for incidents, requests, and escalations{linebreak}* Show week over week improvement:{linebreak}* You will be measured by the quality and productivity of your teams on a weekly basis{linebreak}* You have to be comfortable with receiving daily feedback on the team’s performance and fix what is not working at the speed of light{linebreak}* Foster a culture that embodies Crossover’s values of excellence and world-class service.{linebreak}* Utilize the data from the Worksmart Productivity Measurement tool to develop individual performance plans and achieve aggressive team goals{linebreak}* Collaborate with our Knowledge Base Team in the creation, management, and dissemination of information{linebreak}* Participate in Crossover’s Global Hiring Tournaments{linebreak}* Be an active part of Crossover’s growth and innovative strategies on new product imports and proof of concepts.{linebreak}* Must be able to manage and thrive in a virtual, global, and fast-paced environment{linebreak}{linebreak}**Depending on the situation your day could start with:**{linebreak}{linebreak}* 1:1 meetings where the metrics are reviewed, feedback on calls and ticket analysis is given; and any blockers that agents have, discussed{linebreak}* Coaching sessions where agents need help/guidance on a specific topic, from soft-skills advice to technical product training{linebreak}* Weekly meetings: enforcing team updates, process changes, and/or improvements{linebreak} {linebreak}{linebreak}# Requirements{linebreak}**Mandatory requirements:**{linebreak}{linebreak}* Bachelor’s degree or equivalent{linebreak}* Pristine spoken English{linebreak}* 7+ years of software support experience managing +15 L1/L2 software support agents{linebreak}* Experience with deep diving for >500 tickets volume per week{linebreak}* Experience writing technical knowledge base articles and playbooks{linebreak}* Strong leadership and presentation skills{linebreak}* Excellent soft skills, including critical thinking, decision making, and conflict resolution{linebreak}* Committed to self-development and the professional growth of others{linebreak}* A passion for creating work in a process-driven way and working with team members to continuously improve the process{linebreak}* Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions{linebreak}

See more jobs at Crossover

# How do you apply? Register on the Eventbrite page and follow the instructions.
Apply for this Job

👉 Please reference you found the job on Remote OK as thank you to us, this helps us get more companies to post here!

When applying for jobs, you should NEVER have to pay to apply. That is a scam! Always verify you're actually talking to the company in the job post and not an imposter. Scams in remote work are rampant, be careful! When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.