Robot Support Supervisor - Night Shift

The Role

If you’re passionate about providing outstanding customer service and interested in joining a fast-growing tech company, this role may be for you! In this role, you will be primarily responsible for managing and developing a team of Robot Support Agents to ensure we deliver a world-class customer experience. Your expertise will be used in training, managing, and expanding the team to provide exceptional customer support to our customers by solving problems in a timely manner.  As the company grows, this role will continue to evolve, so we’re looking for someone who wants to grow their career in Customer Service at Miso Robotics.

What You’ll Do

• Supervise the operations of our 24/7/365 customer support team, ensuring that SLAs are constantly met per department KPIs. This role has an alternative work schedule.
• Lead support meetings with customers to provide updates and collect feedback.  Escalate action items and product requests internally.
• Assist in troubleshooting, escalating, and communicating with Product and Engineering teams as needed to resolve tickets.
• Coordinate remote software updates and repairs and preventative maintenance visits with external and internal technical support resources.
• Track and communicate trends with issues reported and hardware and application performance using existing reporting tools.
• Generate and socialize an inclusive, on-call rotation schedule providing coverage for our customers.
• Provide guidance and best practices to the customer support team to ensure customer satisfaction and prompt resolution of issues.
• Assist with the development and distribution of training documentation, SOPs, and work instructions.
• Ensure that all processes used by the support team are thoroughly documented, consistently audited, and regularly improved.
• Work within the Customer Experience team on the vision, direction, and structure of all systems and processes to meet the current and future needs as we rapidly scale.

 

Requirements

• Bachelor’s degree, or similar experience required.
• At least 3+ years of progressive leadership experience in supervising a team of remote and/or on-site support staff.
• Proven experience developing direct reports, and providing training and tools for advancement in a customer-facing environment. Experience working on deployments in a live environment is a plus.
• Previous experience managing a ticketing system is preferred (we use Zendesk and Jira).
• Ability to work various shifts and be available on call when needed.
• Ability to work in our HQ in Pasadena, CA.

Preferred Requirements

• The ideal candidate must be proactive, be able to prioritize tasks based on the level of urgency, and maintain a calm demeanor under pressure.
• Proactively collaborates with internal teams/departments to promote a culture of inclusiveness and cooperation.
• Strong problem-solving capability and customer focus.
• Superb verbal and written communication skills.
• Willingness to read the documentation and do the research to create the highest quality solution.
• Great at managing multiple tasks and getting stuff done in a fast-paced environment.
• Strong attention to detail, analytical skills, and ability to learn at hyper speed.

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