Head of HOSTMONKEYY Virtual Solutions (Remote) Position Available In Davidson, Tennessee

Job Description:

Job Title:

Head of Virtual SolutionsDivision:

HOSTMONKEYY

VirtualSolutionsLocation:

Remote (U.S. based preferred)

Reports To:

ChiefOperating Officer (COO), HOSTMONKEYY Web Hosting Group Inc.

About

HOSTMONKEYY

Virtual Solutions

HOSTMONKEYY

Virtual Solutions is adynamic division of

HOSTMONKEYY

Web Hosting Group Inc. focused onsubcontracting with major platforms to deliver exceptional customerservice and technical support. We provide support through multiplechannels including inbound and outbound calls, emailcorrespondence, live chat, and helpdesk systems. Our mission is torepresent partner brands with professionalism, efficiency, and deeptechnical knowledge.

Position OverviewThe Head of Virtual Solutionswill lead the strategic and operational management of the VirtualSolutions division. This senior role is responsible for overseeingall aspects of subcontracted support operations, ensuring highperformance, quality assurance, and client satisfaction. The idealcandidate is both people- and process-oriented, with a strongbackground in customer experience leadership and remote teammanagement.

Key ResponsibilitiesStrategic & LeadershipResponsibilities:

Lead and scale the Virtual Solutions division in alignment withHOSTMONKEYY’s mission and growth goals. Develop and implement strategic plans to expand supportpartnerships 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) andperformance metrics.

Operational Management:

Oversee daily operations of customer service and technicalsupport teams across all active channels (calls, email, chat, andtickets). Manage team leaders, supervisors, and QA analysts within thedivision. Review KPIs, call quality, customer satisfaction scores, andresolution times to ensure continuous improvement. Coordinate onboarding and training of subcontracted agents fornew projects or platform partnerships. Ensure proper use of CRM, telephony, and support softwaretools.

Quality Assurance & Reporting:

Establish and monitor quality control processes and feedbackloops. Conduct regular audits of support interactions to ensurealignment with brand guidelines and best practices. Prepare and present regular performance reports to the COO,including risks, trends, and opportunities for improvement.

PeopleManagement:

Recruit, train, mentor, and retain top-tier virtual supportprofessionals. Foster a collaborative and inclusive remote workenvironment. Handle escalation issues and provide conflict resolutionguidance 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/helpdesksystems (e.g., Zendesk, Freshdesk, Salesforce). Exceptional communication, analytical, and organizationalskills. Ability to thrive in a fast-paced and evolving digital servicesenvironment.

Work Environment & Schedule Full-time remote position with flexible scheduling, thoughavailability during core business hours and occasionalevening/weekend oversight may be required depending on partnerneeds. Requires occasional travel for partner meetings or companyretreats. #J-18808-Ljbffr