i need 3 people who can eat/sleep/breathe support ticket management. This role is MANAGING AGENTS, not being an agent. 8 hour shifts. I legit wanted to vomit when I realize how many customers got mishandled by our customer service in the past week. I am going to fix it by giving them free packs and apologizing What I need to fix is our agents will get lazy and "escalate" a ticket that never gets claimed and sits in the abyss. Or even worse they initially respond to a customer then ignore. This to me is an immediately fireable offense. Our customers are our life blood. I just watched another founder in my timeline defend his terrible customer service by making excuses. There are NO excuses. Customers are always right, even if that means swallowing pride at times and eating glass. This kind of nonsense can NOT happen. If you want to MICROMANAGE THE HECK out of my CS agents I want to talk to you. I need you so far up their a**, you're the first to know if they fart. Thank you for your attention to this matter. Senor