Quality Assurance Supervisor - Customer Service

We're a B2B E-Commerce company looking to fill a position for a Quality Assurance Supervisor with prior experience in the SaaS or E-Commerce space. As a quality assurance supervisor you will work closely with our client services team to see that client inquiries are handled timely and in an appropriate manner. Your responsibilities include:

1. Establishing and Modifying performance standards to meet the demands of our growing clientele.
2. Seeing to it that high priority tickets are handled in a timely manner and SLA breaches are minimized or reduced entirely.
3. Giving direction to staff as needed.
4. Collecting topics to be introduced into our help center.
5. Monitoring public reviews and creating prompt plans to address negative reviews we may receive.

Ensuring a CSAT of 95%+ for Chat, Support Tickets and Voice Calls.

Technical requirements:

1. Must be full familiar with Zendesk and be able to create triggers and automations.
2. Experience with Magento & Shopify a big plus!
3. Prior experience with Slack a plus.
4. Must have a computer with at least 8GB RAM and noise cancelling headset.
5. You will be required to track your activity on Hubstaff.