Customer Support Management

San Jose, Costa Rica Services-Project Management
ModSquad is currently seeking for some energetic, proactive Leads and Assistant Project Managers to join us! In Client Services, we promise to deliver quality to our clients, partners, and teammates worldwide. The ideal Assistant Project Manager will work to ensure our client(s) are happy and our mods and Operation Center Representatives are providing stellar quality service while communicating clearly and professionally, executing tasks promptly, driving operational efficiencies, and managing client expectations.

What you will do:

  • Support a group of talented and dedicated Mods and Operation Center Representatives that deliver quality service via customer service, moderation, and social media engagement to our clients
  • Assist with team recruiting, training, and performance management
  • Must be willing and able to handle customer calls.
  • Oversee a team schedule to make sure all shifts are filled.
  • Perform weekly quality and productivity checks for all Mods and Operation Center Representatives.
  • Work with Mods as an escalation point to troubleshoot issues and solve problems.
  • Communicate clearly and consistently to the team and supervisors of any changes, updates, or relevant information.
  • Promote team collaboration, drive professional growth, and inspire innovation among the team by working closely with your management counterpart.
  • Who you are:

  • Min High School Diploma is required.
  • At least 2+ years of experience in a customer support leadership role.
  • A college degree and professional experience in a related position or market is desired.
  • You have an outstanding written, oral and comprehensive English.
  • You have a strong understanding of brand and customer care initiatives.
  • You are familiar and comfortable with a variety of CRMs like Zendesk, Sprout Social, moderation filters, etc.
  • Previous technical support experience required, at least 2-4 years experience in a virtual help desk environment is desired.
  • You use your awesome previous experience in Customer Support, Moderation, or Community Management to work wonders with our clients.
  • You have carefully honed written and oral communication skills.
  • You expertly handle correspondence with a client just as well as you do your own team members.
  • Having a passion for gaming, e-commerce, entertainment and/or online communities a plus.
  • You have experience with troubleshooting technical issues, both computer and software.
  • You are have team management and time management experience, and we aren’t talking fantasy football! You know how to manage schedules, understand and communicate workflow and procedures, and exemplify a GSD attitude.
  • You see problems as challenges, and can use your analytical skills and the ability to use data and metrics to overcome the hardest of them-adding value to yourself, your team, and your company.
  • ModSquad is both complex and demanding. You need to be a fast learner who is trustworthy and can work independently.
  • You are available to work full time in our Operation Office at Guachipelin of Escazú or comfortable working remotely.

  • Modsquad

    ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.

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