Escalation Handling (Zendesk)

About this task

This Growth-stage crypto payments company for institutions (501–1,000 employees) is looking for a director Customer Support Manager for a monthly bundle of recurring tasks, 8–16 h a month. A calm owner for the difficult cases.

A named list of recurring items keeps the month predictable for both sides. It works in digital assets, where compliance and record keeping are a daily topic.

The team sits in San Jose. Everything can be done remotely; an occasional visit is welcome and never required for the first month. Most people do this on weekday evenings; replies inside the working day are not expected.

What you deliver

• Take over 20 escalated tickets over a month, resolve them with the customer and write down what to change.
• A running log of open questions, reviewed at the start of each week
• A month-end summary with hours used against the cap
• A named list of items moved to next month, so nothing is lost

What a month looks like

• Start of month: the company shares the items and the priorities
• Mid-month: progress check of 15 minutes
• Month end: hours used against the cap, results and open items

Duration: 12 weeks, with a monthly hours cap. Accepted after the walkthrough. Edits requested within three working days are part of the price.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in USD after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, $165 an hour, is above the median director Customer Support Manager rate in California ($125). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in United States · Customer Support Manager rates in California · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.