Job at a glance
Key Responsibilities Directly supervise the PC / technical support team ( Specialists) — hiring, onboarding, coaching, and performance management. Set clear goals and deliver regular feedback, development plans, and career growth; conduct one-on-ones and performance reviews. Build a customer-first culture — model empathy, professionalism, and low-effort service across the team. Own team KPIs — CSAT, AHT, ASA, abandon rate, QA, and service levels — monitoring daily performance and driving improvements.
Manage staffing, scheduling, and workforce coverage across phone, chat, and callbacks, including peak-season planning. Partner with QA and Training on calibration, quality, and continuous skill development (formal certification delivered through external programs). Execute the pre-sales and post-sales strategy — turn consultations into confident purchases (conversion, attach, AOV) and resolve issues that prevent returns.
Stand up and scale new capabilities — on-site troubleshooting, callback scheduling, and remote screen-share / live assist. Measure and prove pre-sales revenue impact; report results to leadership. Partner with PMs and Marketing on an education-first Knowledge Base and FAQs — improving self-service and reducing repeat contacts. Enable the broader CS frontline — cheat-sheets, warm-transfer standards, and knowledge sharing so more technical contacts resolve at first touch.
Own the training and certification program — onboarding curriculum, CompTIA A+ and Network+ attainment tracking, voucher and budget management, and completion rates — partnering with the Lead on technical content. Run quality assurance: call and chat monitoring, scorecards, calibration sessions, and targeted coaching based on observed gaps. Own team-level service metrics — SLA attainment, first-contact resolution, escalation rate, handle time, and CSAT — and report performance and trends to CS leadership.
Own executive and complex escalations end to end; analyze root causes and implement fixes that prevent recurrence. Partner cross-functionally with Product Management (category collaboration and escalation path), Tech / Genesys (routing, IVR, chatbot), Logistics, and Marketplace to resolve customer-impacting issues. Ensure the team maintains deep technical expertise — personally credible, and developing a senior specialist as the designated technical escalation point (especially where no separate Lead role exists).
Translate the teams technical root-cause findings into concrete training, process, and staffing actions, and route product or vendor-facing issues to the right partners. Own recruiting and onboarding for the team — headcount planning, screening, and ramp serving as technical interviewer . Own the operational rollout of the onsite-troubleshooting pilot: staffing model, scheduling, cost tracking, and success criteria, with the Lead owning the technical protocol.
Leverage AI to raise quality and efficiency — agent-assist (CS Co-Pilot), AI-driven QA, and analytics for root-cause and contact-driver insights — and build it into the team's workflow and self-service. Embraces AI and automation to improve the customer experience and scale the team. Handle customer contacts directly during peak volume, coverage gaps, and complex cases — staying hands-on, credible with the team, and close to the customer experience.