Examity Hiring for Customer Support Supervisor at Secunderābād Full Time

Examity

Examity is a world leader in online proctoring. Founded in 2013, we work with colleges, universities, employers, and assessment providers to protect online test integrity. Since 2013, the market for online proctoring has only increased – today, we maintain five global locations, support hundreds of clients, and proctor millions of exams a year.

Being one of the fastest-growing EdTech companies starts with having the best team. Our employees are the heartbeat and backbone of everything we do. Together, we’re able to build a better testing experience that meets candidates where they are. If you share our passion for providing the most innovative, versatile, and secure online proctoring in the industry, then we would love to talk to you.

The Challenge

Examity is at an exciting time developing a first in class customer service team. The support supervisor will be responsible for leading a team of 8-10 support agents to meet service levels, first call resolution, and a great test-taker experience.

We are looking for a supervisor who likes to get their hands dirty, creates new processes, and wants to make an impact. This role will lead problem solving and continuous improvement across the organization.

What You’ll Do

· Manage a team of test-taker support agents and ensures they comply to company policies and procedures.

· Monitor and review calls, chats, and emails to ensure quality results and first call resolution.

· Manage and monitor daily/weekly/monthly service levels.

· Cascades and trains agents to new company policies and procedures

· Guide and direct the Support team towards achieving operational goals.

· Resolves customer complaints in a timely and professional manner.

· Handles and mitigates escalations in a professional manner.

· Conducts daily shift briefs and agent 1:1 session to provide real time feedback.

What We’re Looking For

· Minimum of 3-5 years of customer service experience and queue management.

· At least 3 years spent managing a team.

· Willing and able to work in a fast-paced environment.

· Hands on experience using Salesforce.com is a bonus.

Job Type: Full-time

Salary: ₹20,000.00 – ₹30,000.00 per month

Benefits:

• Food allowance
• Health insurance

Schedule:

• Rotational shift
• US shift

Experience:

• total work: 5 years (Preferred)

Work Remotely:

• No