Support manager

I/ What is the role doing?

The customer support manager is in charge of ensuring our support staff team is providing the highest quality support to potential customers in a consistent, quality, and timely manner.

Some key tasks include:

• Managing our team of user support agents. This includes communicating on a frequent basis, ensuring tickets are responded to, and making sure everyone is sticking to the chat moderation staff, customer support staff, middleman support staff, user support staff, or voice support staff.

• Recruiting new agents when additional or replacement agents are required. This includes using platforms such as Copsupply or Upwork to find reliable staff.

• Responding to disputes, refunds, reset and cancellation requests and ensuring if a refund, reset, cancellation or dispute request is legit, it is completed.

• Responding to comments on our social media and reviews on our review pages.

• Reporting Weekly Disputes. This should be done through updating our monthly billing dispute overview spreadsheet.

II/ How do you do the role?

While holding the position of Support Manager, you will be responsible for carrying out the following:

Managing Support Agents

To manage the team, you should utilize the "Support" section in the Juiced - Staff discord and ensure each channel is used in the ways as stated below;

This is how the user support section in the staff Discord looks like.

Leaderboard = In this channel, you should post a leaderboard every Sunday, ranking the best-performing staff highest and the worst, lowest.

Team Overview = In this channel, you will receive daily updates on a report of your team's activity for the given month. This report will display the month's total new tickets (Zendesk), solved tickets (Zendesk), closed tickets (Zendesk), and closed/solved tickets (Discord).

Issues needing attention = In this channel, you should make sure you and your support staff post links to tickets when there are issues that require additional assistance to be resolved.

User support chat = In this channel, you will manage and interact with the entire support team. Ask your ticket-related questions here and receive assistance from a fellow support staff member.

Voice support chat = In this channel, you will manage and interact with the voice support team. Any issues pertaining to voice support will be handled here.

Customer support chat = In this channel, you will manage and interact with the customer support team. An agent will ping you with the Zendesk link and a summary of the ticket if anything requires your immediate attention.

Article support chat = In this channel, you will manage and interact with the article support team. Article writers will ping you with the links to any articles when they want to submit their work for review. Review the article and send back the link with the required revisions the writer needs to make.

Suggestions = In this channel, you should ask staff on a weekly basis for suggestions or ideas.

New Zendesk tickets = In this channel, you will receive notifications whenever a Zendesk ticket is updated.

New intercom tickets = In this channel, you will receive notifications whenever an Intercom ticket is updated.

Save for later = In this channel, you will provide your staff with all valuable links and information asked for on a daily basis. Updated bot download links, important video tutorials, our welcome and cancellation messages can be found in this channel.

Commands = In this channel, you and your staff will be able to use any necessary staff server commands.

Middleman guidelines = In this channel, there is a basic outline of the middleman services that are provided by Juiced. This can be shared with any confused customers.

Strategy = In this channel, there is a list of links to support related strategy documentation for your team to refer to while performing their roles.

Documentation = In this channel, there is a list of docs you should get your staff to read.

Meetings = In this channel, you should have meetings with the team on a monthly basis. You should use these meetings to discuss the suggestions and ideas as well as have a general chat about how things have been performing.

For more private matters such as communicating performance issues or personal suggestions, you should contact the provider via Discord DMs.

To see which customer support staff are doing the best worst/best, go to https://juicedio.zendesk.com/agent/reporting/overview for the tickets support, go to our Reddit, Discord, or Facebook group for community support, and https://app.intercom.com/a/apps/pgnt62zv/reports for our live chat support.

To see how the helpline agent is doing, once or twice a week you should book a call anonymously at a random time and test to see how effective and frequent the calls are.

Recruiting New Agents

The next task you should be in charge of is recruiting new agents who can replace or add value to the team.

To do this, you should utilize platforms such as Upwork, Copsupply, Fiverr, etc.

If you find someone you believe could potentially be of interest to us, contact them and collect the following details;

• Username of potential staff

• Age

• Experience

• Cost

• Platform

Once you have these details, add them to the report.

Responding to Disputes, Refunds, Resets, and Cancelation Requests

If there is a cancellation request, you should cancel the user through our staff dashboard. You can do this by going to staff.juiced.io/users and clicking "Cancel" on the user you need to cancel.

Before canceling, please ensure you ask the person who wants to cancel, why they want to cancel. Once they tell you, click the cancel button and input their feedback.

This is how it looks when you cancel a user.

If there is a refund request, you should only ever refund the user if they're owed a refund. Please refer to juiced.io/refunds to see what applies as a valid refund.

If the refund request is valid, you should refund it. You can do this by going to staff.juiced.io/users and clicking "Refund" on the user you need to cancel.

Before refunding, please ensure you ask the person which charges need to be refunded and make sure all of those charges are valid to be refunded. As well as this, ask them if they want to cancel their subscription. Once they tell you which charges need to be verified and you've thoroughly investigated each one to ensure it is valid, click the refund button and select the charges to be refunded.

This is how it looks when you refund a user.

If you need more information on a refund request, contact [e-mail] through the [e-mail] email. They will happily assist you in getting further details on the user.

If there is a dispute, you should first contact the person who disputed and try and resolve the dispute.

If you are unable to come to a resolution, you should submit evidence by replying to the dispute alert email sent by [e-mail]. You should ensure when submitting evidence you are in line with our dispute policy juiced.io/terms/#disputes

It is important to gather as much evidence as possible and submit dispute evidence within 10 days to have the best chance of beating the case. You can also view disputes staff.juiced.io/users however, currently, we recommend using Launchpass to securely upload evidence.

If there is a reset request, you should request the requester to provide proof they are the original account holder. To do this, you should ask the request to provide a bank statement that clearly shows a Juiced transaction AND a picture of the credit/debit card they used to sign up with originally.

You then need to go staff.juiced.io/users and search the last 4 digits. If there is a direct match you should click the reset button and select the email the requester wants their temporary password to be sent to.

This is how it looks when you reset a user.

If the requester says they no longer have the original card they used to signup with, you should deny them a reset request and tell them to reset all their passwords and create a new account via app.juiced.io/signup/create-account.

Responding to Comments and Reviews

Our social media pages and reviews pages receive hundreds of new opinions every week. You should ensure we are engaging with these reviews and comments, replying to important ones, and engaging with entertaining comments.

You can reply to Twitter, Facebook, Linkedin, Instagram, Google my business, Tumblr and YouTube comments and reviews using Hootsuite.

For TikTok and Trustpilot, you should do this directly from their interfaces using the logins we've provided.

Reporting Weekly Disputes

Every Sunday, before Midnight in your local time, you should send us a report.

To do this, please go to the "Monthly billing dispute overview" spreadsheet.

You need to fill in the following sections;

• Amount of additional disputes filed during the week

• Amount of additional payments collected during the week

• The dispute rate (Dispute : Revenue)

• Amount of disputes won during the week

• Amount of disputes lost during the week

• The reason that each dispute was filed during the week

This is how the monthly billing dispute overview spreadsheet looks.

Once you have completed the above, make sure to update Ben on our current dispute rate during your weekly manager call.

If there is anything about this document that needs clarification or if you have a general question, please contact your direct superior or Ben (@JuicedBen) through Discord.