Head of HOSTMONKEYY Virtual Solutions (Remote)

Company: HOSTMONKEYY Web Hosting Group Inc.
Location: Nashville
Posted on: May 26, 2025

Job Description:

Job Title:Head of Virtual SolutionsDivision: HOSTMONKEYY Virtual SolutionsLocation: Remote (U.S. based preferred)Reports To: Chief Operating Officer (COO), HOSTMONKEYY Web Hosting Group Inc.About HOSTMONKEYY Virtual SolutionsHOSTMONKEYY Virtual Solutions is a dynamic division of HOSTMONKEYY Web Hosting Group Inc. focused on subcontracting with major platforms to deliver exceptional customer service and technical support. We provide support through multiple channels including inbound and outbound calls, email correspondence, live chat, and helpdesk systems. Our mission is to represent partner brands with professionalism, efficiency, and deep technical knowledge.Position OverviewThe Head of Virtual Solutions will lead the strategic and operational management of the Virtual Solutions division. This senior role is responsible for overseeing all aspects of subcontracted support operations, ensuring high performance, quality assurance, and client satisfaction. The ideal candidate is both people- and process-oriented, with a strong background in customer experience leadership and remote team management.Key ResponsibilitiesStrategic & Leadership Responsibilities:

• Lead and scale the Virtual Solutions division in alignment with HOSTMONKEYY's mission and growth goals.
• Develop and implement strategic plans to expand support partnerships and services.
• Collaborate with executive leadership to forecast staffing, budget, and technology needs.
• Build and maintain relationships with partner platforms, ensuring compliance with service level agreements (SLAs) and performance metrics.Operational Management:
  • Oversee daily operations of customer service and technical support teams across all active channels (calls, email, chat, and tickets).
  • Manage team leaders, supervisors, and QA analysts within the division.
  • Review KPIs, call quality, customer satisfaction scores, and resolution times to ensure continuous improvement.
  • Coordinate onboarding and training of subcontracted agents for new projects or platform partnerships.
  • Ensure proper use of CRM, telephony, and support software tools.Quality Assurance & Reporting:
    • Establish and monitor quality control processes and feedback loops.
    • Conduct regular audits of support interactions to ensure alignment with brand guidelines and best practices.
    • Prepare and present regular performance reports to the COO, including risks, trends, and opportunities for improvement.People Management:
      • Recruit, train, mentor, and retain top-tier virtual support professionals.
      • Foster a collaborative and inclusive remote work environment.
      • Handle escalation issues and provide conflict resolution guidance when needed.
      • Support team morale and engagement through regular check-ins, coaching, and recognition programs.Qualifications
        • 5+ years of experience in customer service leadership, preferably in a BPO or virtual support environment.
        • Proven track record managing remote or distributed teams.
        • Experience working with third-party platforms (e.g., Upwork, LiveOps, Arise, etc.) a strong plus.
        • Strong technical acumen and familiarity with CRM/helpdesk systems (e.g., Zendesk, Freshdesk, Salesforce).
        • Exceptional communication, analytical, and organizational skills.
        • Ability to thrive in a fast-paced and evolving digital services environment.Work Environment & Schedule
          • Full-time remote position with flexible scheduling, though availability during core business hours and occasional evening/weekend oversight may be required depending on partner needs.
          • Requires occasional travel for partner meetings or company retreats.
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