international Technical Support shift manager - manilaDreamHost

Why work for DreamHost?
We help people own their digital presence. It's not just wishful thinking. It's our noble cause - an idea that drives everything we do.
When you put your dreams online-your words, your photos, your creations-you shouldn't have to worry about your service provider mining that data for marketing purposes. Those are your dreams - not ours! DreamHost's open platform gives you the power to share your data and the freedom to control how it's used.
Working for DreamHost you can be a steward of your own career. We invest in our people, we promote from within the organization when possible and we offer extensive training to aid in your success. In this role, we offer a company-issued laptop, the flexibility to work from home and during local business hours. We are proud to be a US employer with a fantastic culture and the ability to offer so much to our employees.
Note regarding location: This is a remote position within Manila, Philippines only. This position is only open to people living in Manila, Philippines.
Overview
DreamHost is looking for a highly-skilled, high-energy International Technical Support Shift Manager to join our Technical Support team. The Manager must be passionate about DreamHost and the products we offer, must have a technology background and have experience independently managing workflows and team members. This individual will champion the success of the Technical Support team members, helping to ensure shift and team goals are met and issues are properly addressed.
Responsibilities
Assist and mentor team members including non-direct reports to align individual goals with overarching team goals & company mission
Represent, develop, and participate in the improvement of DreamHost culture
Foster an environment of Diversity, Equity, and Inclusion
Coordinate with Tech Support Quality Assurance team to ensure Customer Success
Monitor queue and LiveChat levels and trends and make arrangements to align with current team goals, including but not limited to communication, and escalation within designated channels
Handle managerial customer escalations in LiveChat situation
Assess workflows & metrics, improve shift-based process and procedure
Manage all aspects (incoming support, bug creation, reporting) of assigned projects using designated tools
Participate in weekly standup meetings
Great attitude and strong work ethic
Proactively communicates in order to resolve issues
Technical background
3+ years of technical managerial experience
Act as a mentor to foster personal growth to lead team members to success
*Job responsibilities and duties can and will change over time.
Company will discuss growth paths and make changes to this job assignment as necessary.
DreamHost

Manila City, Metro Manila
Permanent
Full-time