Support Queue and Quality Review (Zendesk)

About this task

This insurtech company for travel (201–500 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 company wants a senior person on this without carrying the cost of a full-time role. It is an insurer, so accuracy and an audit trail come before speed.

The work is fully remote. Any location in United States works, with a few hours of overlap with the team's day. Evenings or weekends are fine, as long as the agreed weekly output is there. About 2 hours a week should overlap with the team's day (ET).

What you deliver

• Review 50 tickets a week, coach the team on three themes and report response and resolution times.
• Questions collected in one thread, answered within one working day
• A short handover note when the engagement pauses or ends
• Work logged against the agreed list, so the company contact can see progress without a call

What a week looks like

• Daily: one hour at a time that suits you, inside the agreed window
• Wednesday: ten-minute sync if anything is blocked
• Friday: weekly summary posted to the shared thread

Duration: 6 months, then month by month. 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

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, $64 an hour, is above the median senior Customer Support Manager rate in the United States ($60). 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 United States · 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.