Team Manager

Skills play a vital role in a workforce but We believe that hiring character over skill is the basic foundation for building a smart, efficient, passionate, driven, and impactful workforce.

AT MERIDIAN, WE FOCUS ON PEOPLE OVER PROFITS

Our flexible work model provides a healthy, safe, and open work culture that empowers our TeamMates.!

Reports to: VP of Business and Revenue Operations

Overview:

Watch Duty is seeking a Team Manager to oversee two part-time support agents. This role includes daily management of the support team, optimization of our Zendesk instance, and development of performance metrics and reporting to improve efficiency and self-service.

Responsibilities:

Manage scheduling, performance, and quality assurance for two part-time agents
Lead weekly check-ins, provide coaching, and ensure adherence to SLAs and escalation protocols
Help design and optimize Zendesk configuration: views, triggers, macros, automations
Help strategize, develop and maintain the Help Center and Knowledge Base to drive ticket deflection
Implement and monitor Zendesk self-service tools (e.g., Answer Bot, suggested articles)
Track and report on key metrics such as:
- Ticket volume, types, and trends
- First response time
- Resolution time
- CSAT or user satisfaction proxy
- Deflection rate
- Reopened ticket rate
- Article effectiveness (views-to-clicks, resolution via article)
Help define and maintain support OKRs and KPIs
Collaborate with the VP of Business and Revenue Operations to analyze support performance and identify areas for automation, efficiency, and improved user experience