Manager, Offshore Support

6014 W Belmont Ave, Chicago, IL 60634, USA

Full-TimeDepends on ExperienceMid-LevelBachelors

Job Description

Lead a Boxer team aligned to customer escalations and enablement for our BPO partner. Oversee operations for outsourced technical support, moderation, billing customer service, AR, and churn processing teams. Design, monitor, and enforce Service Level Agreements. Consult with vendor on improvement and remediation plans as issues arise. Plan and execute successful projects in training, quality, and operations. Work with internal stakeholders to ensure alignment between the team’s performance and business requirements. Work cross-functionally with groups such as Order Management, Enterprise Systems, GTM Ops, Legal, Compliance, and Sales, both as an internal resource and to resolve systems and customer issues. Develop clear OKRs (Objectives and Key Results) for the team, and development plans for individual contributors.

Where is this job?

This job is located at 6014 W Belmont Ave, Chicago, IL 60634, USA

Job Qualifications

5+ years of program management and/or support management experience, preferability in support operations or technical support/customer service
Experience with BPO management, either on the client or vendor side
Experience developing KPIs and SLAs for a third-party vendor
Ability to lead teams distributed in offices and in remote work environments
Willingness to travel internationally up to 10% annually

Required Skills

Vendor Management
Program Management
Time Management Skills
Change management processes
Strong relationship building skills
BPO management

Soft Skills

Prioritizing skills
Adaptability
Problem Solving Skills
Detail Oriented and Organized
Multi tasker
Great communication skills
Driven for excellence

Compensation

According to JobzMall, the average salary range for a Manager, Offshore Support in 6014 W Belmont Ave, Chicago, IL 60634, USA is between $50,000 and $80,000 per year. This range may vary depending on the company, the employee's experience, and other factors.

Additional Information

Box is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Required LanguagesEnglish

Job PostedJune 6th, 2022

Apply BeforeJune 21st, 2025

This job posting is from a verified source.

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