Support Queue and Quality Review
Senior · Customer Support Manager · Remote · British Columbia only
- Company
- Series B online retailer for pet products · 51–200 employeesCL-90543 · based in Saanich
- Where
- Remote · British Columbia only
- Format
- Regular role
- Time needed
- 3–7 h a week
- Start
- Starts within 7 days
- Level
- Senior · 5-10 years
- When you work
- Flexible hours, async3 h a week overlap with PT
234 tasks of this type completed on Deftridge
About this task
This Series B online retailer for pet products (51–200 employees) is looking for a senior Customer Support Manager for an ongoing part-time engagement of 3–7 h a week. Reviews tickets, coaches agents and keeps response times on target.
The person who did this left, and the company would rather bring in an experienced part-timer than rush a permanent hire. It sells online, so volumes move with promotions and the calendar matters.
The work is fully remote, but the company can only contract people who live in British Columbia, so this one is for residents there. You choose your hours; nothing is scheduled except an occasional short call. About 3 hours a week should overlap with the team's day (PT).
What you deliver
- Review 50 tickets a week, coach the team on three themes and report response and resolution times.
- A short handover note when the engagement pauses or ends
- Questions collected in one thread, answered within one working day
- Work logged against the agreed list, so the company contact can see progress without a call
What a week looks like
- Wednesday: pick up the queue and confirm priorities
- Midweek: two short working sessions of one to two hours
- Monday: update sent before the company's end of day
Duration: 8 weeks, renewable. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.
Tools
Who fits
- 5-10 years of hands-on work as a Customer Support Manager, or the equivalent mix of roles
- Comfortable working in Zendesk and Intercom
- Your own work history stays private; the company sees a first name, your field and a rate
Nice to have
- Used to short written handovers
- Comfortable explaining numbers or decisions to a non-specialist reader
Not included
- Travel or work at a fixed location
- On-call availability outside the agreed window
- Anything that needs a signature in your own name unless the brief says so
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 CAD 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
- Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
- You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
- With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
- 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.
- Experience
- 5-10 years in operations & assistance
- Tools
- Zendesk, Intercom
- Offers
- 5 hours a week, weekday evenings
- Rate
- CA$48 an hour, agreed with the recruiter
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.
CL-90543 is the Deftridge code for this company. Its name is shared only after you agree to an introduction, and you decide whether to go ahead.