Web Hosting Support Supervisor

About us:
At Hostwinds, we are revolutionizing the hosting industry by setting new standards focused on delivering high-quality hosting services at affordable prices. Our commitment to exceptional customer service is at the core of everything we do. From basic hosting solutions to enterprise cloud deployments, we offer a comprehensive range of services. As we continue to develop cutting-edge technologies, we are seeking talented individuals who share our passion and drive.
We are currently expanding our team and have an exciting opportunity for a Web Hosting Support Supervisor to join us.
Position Summary:
As the Web Hosting Support Supervisor at Hostwinds, your primary responsibility will be to lead your team in delivering exceptional customer service to our valued clients. You will oversee and guide your direct reports in effectively resolving hosting-related issues and addressing customer inquiries through various communication channels, including Live Chat, Phone Calls, and Email Tickets.
At Hostwinds, our entire team is united by a shared commitment to ensuring our clients' complete satisfaction with our support and services. In your role, you will focus on fostering deep product knowledge, encompassing web hosting applications, cPanel, Windows, Linux, and networking. You will also handle escalations related to sales, billing, and relevant projects. Your leadership will be instrumental in maintaining a high standard of customer support and ensuring the overall contentment of our clients.
Working Schedules:
Our support team is available round-the-clock, 24/7/365, to provide assistance whenever our clients need it. To ensure continuous coverage, we maintain varying shift schedules. Currently, we are actively seeking individuals to join our team for the following shifts:

Morning Shift: 5:30 AM - 2:00 PM PST (Tuesday - Saturday)

Qualifications:
Enthusiasm for technology and a strong desire to acquire new skills

Previous experience in customer service

Proficiency in G Suite or Microsoft Suite

Typing speed of at least 60+ WPM (Words Per Minute)

Strong analytical, critical thinking, and problem-solving abilities

Ability to navigate multiple computer programs in a fast-paced, multitasking environment

Preferred experience in management or leadership roles

Familiarity with web hosting or web-related experience is advantageous

Proven ability to provide coaching and develop action plans to optimize performance, while delivering effective feedback

Demonstrated capability to analyze and enhance work processes, establishing clear objectives for oneself and others

Ability to work well under pressure, ensuring tasks are completed with professionalism and attention to detail

Excellent written and verbal communication skills, with the ability to effectively convey information to both internal and external stakeholders

Responsibilities:
Analyze and maintain Service Level Agreements (SLAs), implementing improvement plans when necessary.

Select, prepare, develop, and manage the performance of direct reports and their associates, ensuring alignment with organizational policies.

Manage and review operational reports such as Attendance Adherence, Metrics, and QA Reports.

Provide leadership and guidance to direct reports, ensuring adherence to company policies and standards, and implementing corrective actions as required to enhance operational performance.

Conduct regular one-on-one meetings with direct reports to review individual and team performance, offering ongoing developmental coaching.

Implement best practices to exceed customer expectations, consistently driving high performance.

Evaluate staffing requirements and make necessary adjustments to meet changing conditions, collaborating with management.

Foster an environment that encourages problem-solving and continuous process improvement.

Collaborate with peers and management to review performance metrics on a monthly basis, identifying trends and implementing countermeasures.

Monitor, review, and address departmental issues, guiding direct reports in resolving customer concerns.

Lead and implement medium-scale projects aligned with business goals and objectives, with guidance from management.

Provide support to direct reports requiring assistance with client interactions and offer feedback on calls, chats, and emails.

Develop and maintain onboarding plans for new hires, acting as a training liaison for development, training, and continuing education initiatives.

Why work for us:
Benefits package includes medical, vision, and dental coverage

401K retirement plan available

Free parking at our Seattle office

Generous paid time off (PTO) and holiday pay

Enjoy great coffee and snacks

Company parties to celebrate and have fun

Experience a positive and enjoyable work culture

Yearly reviews and opportunities for career development

Training

Eligible for hybrid work schedule (upon qualifying)

Please note:
Position is located in the Seattle office, telecommuting is not offered

Candidates must be eligible to work in the United States

Visa sponsorship is not provided

Company Description Hostwinds is a Seattle based hosting company that was founded in 2010. Hostwinds began changing the face of the hosting industry from the start with a set of new standards: Our dedicated staff ensure that our clients feel respected, satisfied and cared for at all times. Company Description Hostwinds is a Seattle based hosting company that was founded in 2010. Hostwinds began changing the face of the hosting industry from the start with a set of new standards: Our dedicated staff ensure that our clients feel respected, satisfied and cared for at all times.
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