Escalation Handling

About this task

This Series A HR software company for HR teams (51–200 employees) is looking for a manager Customer Support Manager for a monthly bundle of recurring tasks, 8–16 h a month. A calm owner for the difficult cases.

The company wants one reliable owner for a list of small jobs instead of five different people. The company sells subscription software, so deadlines follow release and billing cycles.

The work is fully remote. Any location in United Kingdom works, with a few hours of overlap with the team's day. Most people do this on weekday evenings; replies inside the working day are not expected. About 2 hours a week should overlap with the team's day (UK time).

What you deliver

• Take over 30 escalated tickets over a month, resolve them with the customer and write down what to change.
• A month-end summary with hours used against the cap
• A named list of items moved to next month, so nothing is lost
• The monthly list of items completed, each with a link to the result

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: 6 months, with a monthly hours cap. Accepted when the output matches the agreed checklist and the sample check passes; the recruiter confirms by e-mail.

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 GBP 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, £26 an hour, is above the median manager Customer Support Manager rate in the United Kingdom (£25). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in United Kingdom · Customer Support Manager rates in United Kingdom · 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.