Support Manager

Job Description

Title: Support Manager

Company Name: weDevs

Vacancy: 1

Job Location: Anywhere in Bangladesh

Employment Status: Full-time

Educational Requirements:
∎ It doesn't matter where you went to college or what your CGPA was as long as you are smart, passionate, ready to work hard, and have fun.

Experience Requirements:
∎ At least 3 year(s)

Job Responsibilities:
∎ Setting a high standard of performance goals and KPIs for the support team, and ensuring the team consistently meets or exceeds these goals.
∎ Learning our products and processes inside and out.
∎ Continually monitoring and providing feedback on the performance of Support Support Coordinators.
∎ Frequently checking in with Support Coordinators about the performance of their reports, and determining the most appropriate actions based on both their feedback and your personal observations/experiences.
∎ Communicating regularly with the support team, including leading weekly support team meetings.
∎ Organizing and leading support training.
∎ Onboarding new support team members.
∎ Delegating support responsibilities, and helping Support Team Leads manage fluctuating workloads.
∎ Providing written and verbal performance reviews for your team.
∎ Managing time-off requests and scheduling.
∎ Managing support team hiring and exiting.
∎ Coordinating with team members outside of support to make sure everyone is on the same page.
∎ Ensuring that all internal support team documentation stays up to date.
∎ Personally handling escalated tickets.
∎ Communicating frequently with the team using chat, audio, and video.

Additional Requirements:
∎ Age 18 to 40 years
∎ Knowledge in WordPress & PHP is a MUST
∎ At least 1 year managing a team of 10 or more.
∎ At least 2 years in support or customer service.
∎ At least 2 years building/troubleshooting WordPress sites.
∎ Excellent English writing and communication skills, including a strong ability to show empathy in your writing.
∎ WordPress troubleshooting (ie browser dev tools, Site Health, viewing source code)
∎ Strong leadership with the ability to step up and take charge.
∎ Patience, grace, and a sense of humor.
∎ Talent for taking something complicated and explaining it simply.
∎ Ability to prioritize workloads in order to balance an assortment of tasks and meet deadlines.
∎ Exceptional problem-solving abilities.

Salary: Tk. 40000 - 60000 (Monthly)

Compensation & Other Benefits:
∎ Work in a flat organization where your voice is always heard.
∎ Provident fund.
∎ Gratuity.
∎ Medical Fund.
∎ Having Corporate deals with multiple Hospitals.
∎ Increment: Yearly.
∎ Festival Bonus: 2 (Yearly)
∎ Lunch Facilities: Full Subsidize.
∎ Unlimited Tea, Coffee & Snacks.
∎ Annual tour.
∎ Team Outing.
∎ Marriage Bonus and Marriage Leave.
∎ Paternity and Maternity Leave.
∎ Yearly Family Tour.
∎ Knowledge Sharing Session.
∎ Leave Encashment Facilities.
∎ Work with a vibrant team and amazing products.
∎ Table Tennis(Ping Pong)
∎ Training and learning materials to improve skills.
∎ Last but not the least, WorldClass Work Environment.

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 3 Nov 2021

Company Information:
∎ 13 Oct 2021
∎ weDevs
∎ Address : Level#03, House#1005 & 1007, Road#09, Avenue#11, Mirpur DOHS, Dhaka-1216
∎ Web : www.wedevs.com
∎ Business : weDevs is a software development company with a primary focus on designing and developing WordPress plugins. weDevs has over 90K+ customers in more than over 160 countries around the world and is committed to developing world-class products that ensure the best user experience and top quality. Currently, we are a family of 90+ members with a dream of making WordPress better for everyone.

Category: Engineer/Architect