Your Customer Support Manager is your primary point of contact. They manage your account, and they train and supervise at least two Customer Support Representatives assigned to your desk who handle day-to-day issues — one primary agent and one backup agent.
As your business grows, your support team grows right along with it. When your daily volume warrants it, you can add an extra layer of management by promoting a team member to supervise and handle multiple representatives.
Once we determine a baseline average of how much time we spend on your desk each day, we set up a monthly subscription and monitor things closely. Each month, your account manager sends you a detailed billing report so can be certain of exactly how much you’re paying for customer support monthly.
Your customer support team manager is ultimately responsible for reporting to you each month and recommend any adjustments as your needs change. You can upgrade at any time. We can also downgrade and scale things back if you ever need us to.