We are a growing company in need of a Team Manager who has 4+ years of experience to help manage chats, tickets, emails, and other team members. We provide a SaaS solution to construction companies. They use our system to create estimates, invoices, and many other items. We provide live chat and ticket support. We currently have 6 support team members who provide live chat, email support, and ticket support using Zoho CRM, Zoho Desk, and Zoho SalesIQ. We need a leader who can manage the team, identify problem chats and offer solutions.
This person will report to our head of Customer Success.
Let me know if you have experience with any of the following. These are requirements, I am just curious about your knowledge (even if just a little). Reply with a Yes or No beside each item. If helpful, provide additional details.
-- CRM's:
-- Ticket Management:
-- Live Chat:
-- QuickBooks:
-- Xero:
-- Construction Experience/Knowledge:
-- Adding/Modifying Knowledge Bases:
-- Hiring/firing:
-- Employee Training:
-- Building/repairing computers:
-- Emailing customers (outside of chat):
-- Hosting/Server management:
-- WordPress:
-- ClickUp/Asana/Monday:
-- Slack/Teams:
-- Phone Support:
-- QA Testing:
At this point we are only interested in team members who have worked with a SaaS company. If you have only managed chat for a store/teleco, please do not apply.
Tell me more about the team you managed.
-- What type of SaaS company did you work with?
-- How many people worked under you?
-- Were you the only support team manager?
-- Were you responsible for interviewing, hiring, and firing?
-- Where were your clients located?
-- Where were your team members located?
-- Which were you responsible for managing? Chat, tickets, email
-- How many years of experience do you have in this field?
If it helps, you can add some basic details here and record more details in a Loom video.
What we expect from the person we hire...
-- A Leader - Someone who is a leader and not just a manager.
-- Proper Chat etiquette - Someone who knows the right and wrong way to respond to a customer and can identify the problem and offer encouragement and solutions.
-- Goal Oriented - Knows the value in setting goals and holding the team to the goals.
-- Self-Motivated - Motivated to improve and make your responsibilities better without having to be told.
-- Detail Oriented - Able to multi-task and get stuff done without letting other responsibilities fail.
-- Critical Thinker - Able to troubleshoot and look for solutions even if they are not easy to find.
-- Quick Learner - Able to learn something quickly without having to be told over and over how to do it.
-- Responsible - Understands that it is your responsibility to make sure your team is completing their obligations.
-- Great Communication - Able to clearly communicate with other team members and customers.
-- English Speaking - I doubt that you will speak with customers often, but you will speak with other team members who are in US, PK, and IN.
Hours
The leader will be expected to work 40-60 hours/week. Mention how many hours you are willing to work. Hours must start at 7AM EST, Monday-Friday.
To make sure that you can follow instructions, I will not be considering any bids that do not include the phrase "I reviewed the bid details" at the top of the bid. This helps me know that you read the full bid and can follow instructions.
We look forward to hearing from you.
Hi
Hope you are doing well
I can work as virtual assistant for you.I can do
Data entry
Data processing
Excel Reporting
Email scheduling
Google calendar
Plan of action
Cold calling
Making appointments
HR related work
Administrative work
Let's start asap
"I reviewed the bid details"
I have worked on
-- CRM's:
-- Ticket Management:
-- Live Chat:
-- Employee Training:
-- Emailing customers (outside of chat):
-- Teams:
-- What type of SaaS company did you work with?: I have not worked for SaaS. I have worked on currency exchange service and on many more business.
-- How many people worked under you? 1-5
-- Were you the only support team manager? Yes.
-- Were you responsible for interviewing, hiring, and firing? No
-- Where were your clients located? Vary.
-- Where were your team members located? Vary.
-- Which were you responsible for managing? Chat, tickets, email: All
-- How many years of experience do you have in this field? About 6 Years.
What we expect from the person we hire...
I have all quality and qualification.
Hours:
I am available 60 hours even more if you need.
I reviewed the bid details
Greetings to you,
Wow! Upon reading the job posting, it gives me excitement and congratulations on establishing your brand! It surely rocks! I completely understood the tasks that you need with great interest and enthusiasm as my skills and qualifications may match your requirements. Let me help you with that.
My entire career has been about customer service. And, my several year's experiences in customer service and team management handling small team has provided me with a metamorphic perspective on what exceptional customer service should be like. I learned to provide solutions and alternative solutions to my client's problems with the resources provided which taught me to focus on things that I can control to use the resources that I have. I mastered the art of patience and connecting on a personal level. I find that there is greater greatness in optimism in everything that you deal with which made me realize my client's point of view and how important it is that you understand that because it is easier to help and suggest solutions if you do.
Exceptional customer service is an exceptional business. I am confident that I am the best fit for this position. I have high hopes of sharing my values (Passion, Integrity, Excellence, and Teamwork)with you in the future.
We can connect and discuss more details if you find me eligible. Thank you.
Warm Regards,
Hi, I'm an Expert Virtual Assistant providing services of Data Entry, Web Research, Data Mining, Data Processing, PDF conversion, Microsoft Office work, Photoshop work, and much more! I have experience of more than 2 years of in the Freelancing field.
My skills include:
- Call Handling
- Email Management
- Calendar Management
- Office Applications
- Internet Research
- WordPress
- Social Media Management
I'm looking forward to helping you grow your business by sharing my experiences and expertise and learn more in the process.
I reviewed the bid details
Hello,
In my eight years of Customer service work, I have developed impeccable phone manners, and an ability to deal with agitated or distressed customers Via Chat, email or phone, all in a very timely manner I am accustomed to working on multiple projects simultaneously and acquired extensive knowledge of Leadership and Organizational skills. I am Microsoft office certified and proficient in using CRM tools like Zoho; Asana and Sage.
I have managed a team of 11 remote agents, I was responsible for Hiring/firing when need be and handling complaints if any
-- CRM's: YES ( have worked with various CRMs like Zoho, hobspot, zendsk, Quick books etc)
-- Ticket Management: YES
-- Live Chat: YES
-- QuickBooks: YES
-- Xero: NO
-- Construction Experience/Knowledge: NO
-- Adding/Modifying Knowledge Bases: YES
-- Hiring/firing: YES
-- Employee Training: YES
-- Building/repairing computers: NO
-- Emailing customers (outside of chat): YES
-- Hosting/Server management: YES
-- WordPress: YES
-- ClickUp/Asana/Monday: YES
-- Slack/Teams:YES
-- Phone Support: YES
-- QA Testing: YES
I am very flexible as regards to time and willing to work 60 hours per week.
I am looking forward to discussing the position and my qualifications with you in more detail soon. I am confident that I fulfill the requirements for the job. Thank you for your time and consideration.
Sincerely,
Chinne
Hi, I have reviewed your bid. I'm having total 7+ years of industry experience. Including Client Handing, Managing CRM, WordPress, Hosting & Server Management.
I'm expect in WHM, WordPress, Plesk, CloudPanel & Optimizations.
I can provide more details over chat. Would like to discuss anything you may want to know.
I'm willing to answer every questions you have asked in the job description.
Regards,
Vaibhav Singh
P.S: I also have a startup experience of 4 years including workaround with Zoho, QuickBooks, Xero, Hubspot & open based CRM.
I can lead & train staff.
Hello. I would love to work with you as a Team Leader. I am a UK graduate in business administration and have worked for companies like Virgin and T-Mobile UK ltd. I have over 16 years of Customer retention, Administration, Payroll,Sales and Customer Care. I have been working on zandesk, Bitrix, Slack and microsoft teams. An expert in Ms Word , Excell, Photoshop among others i confidentely work my way around these platforms and can manage multiple projects at the same time. I started off as a sales assistant making my way upto being sales manager. I have admin, training, recruitment experience for multinational corporations as well as business start ups. I am honest, bilingual, willing to learn and have a keen eye for detail and improvement. I believe in doing the best in all that I do and hope to hear from you soon.
This is Shayan Ahmed, Rather writing script, I have responded according to your requirements, please check my response below, thanks
-- CRM's: YES
-- Ticket Management: YES
-- Live Chat: YES
-- QuickBooks: NO
-- Xero: NO
-- Construction Experience/Knowledge: YES
-- Adding/Modifying Knowledge Bases: NO
-- Hiring/firing: YES
-- Employee Training: YES
-- Building/repairing computers: YES
-- Emailing customers (outside of chat): YES
-- Hosting/Server management: YES
-- WordPress: YES
-- ClickUp/Asana/Monday: YES (ASANA)
-- Slack/Teams: YES
-- Phone Support: YES
-- QA Testing: YES
- What type of SaaS company did you work with? LOGISTICS
-- How many people worked under you? 15 (DEVELOPERS - DESIGNER - QA/QC OFFICERS)
-- Were you the only support team manager? YES for my team only, others managers used to deal their team.
-- Were you responsible for interviewing, hiring, and firing? YES, still I am responsible as I am still working for other company.
-- Where were your clients located? In different cities of Pakistan, (now working for software house and their clients are located in different countries)
-- Where were your team members located? At branch office (karachi, Pakistan)
-- Which were you responsible for managing? Chat, tickets, email (I was the head of chat, ticket dept. )
-- How many years of experience do you have in this field? more than 5 years.
I am ready to work for 40/60 hours only if my all hours are paid.
Hello prospective employer,
My name is Abi and I have read through the brief, I understand the requirements and what is expected. I have the required skills to be helpful in your project. I am fluent in English language and passionate about building strong customer relationships, maximizing customer engagement and would be willing to provide the services. I am a responsible and dependable Customer Service Professional/sales executive with vast experience in telemarketing spanning 18 years. A proficient call service analyst with over 6 years’ experiences. A well-rounded virtual assistant proficient in the use of Microsoft office suite. I possess effective time management skills, adaptable to meet my employer’s time zone. I have a very good internet connection. I’m skilled in the use of google workspaces and others and available for live meetings. I have vast experiences in assisting remotely with customer support, call center, email handling, internet research. travel plans and data entry. I am eager to contribute to team success through hard work, attention to detail and excellent organizational skills
