Fellow Exp. Mgr.

New

Skills

Customer Support Team Management Zendesk

Job Overview

Lead US-based Fellow Experience Specialists in support. Own team performance, quality, and SLA targets. Coordinate across US, India, Guatemala for coverage. Ensure SLAs, quality, CSAT, keep morale high. Manage escalations and incident stabilization. Coach, develop, and conduct 1:1s and reviews.

Responsibilities
  • Lead US-based team in support
  • Own team performance, quality, SLA targets
  • Coordinate with global teams for coverage
  • Ensure SLAs, quality, CSAT
  • Manage escalations and incidents
Requirements & Qualifications
  • 5+ years in high-volume customer support startups
  • 3+ years managing frontline support agents
  • Experience in fast-scaling, rapidly changing product environments (AI/technical preferred)
  • Calm and decisive under pressure
  • Deep knowledge of support tooling (Zendesk)

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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