Join us and help millions of customers get the most out of Microsoft 365 products

Location: Remote (Anywhere in the world)

About US:

We are at the cutting edge of delivering unparalleled technical support and advisory services to Microsoft 365 commercial customers around the globe. Our commitment extends beyond just solving problems; we aim to empower our clients, helping them to harness the full potential of Microsoft technologies through our dedicated product-led growth interactions. Operating around the clock, we pride ourselves on setting the standard for excellence in service, innovation, and client relationships. We invite you to join us in this journey, where your efforts are integral to the success and growth of our clients and our organization.

About the role:

As a visionary leader in this critical role, you'll spearhead our global, remote team, driving them towards unparalleled service delivery, customer satisfaction, and product-led growth (PLG) in Microsoft 365 technologies. This role demands not just expertise in Microsoft 365 but also a dynamic approach to leadership in a remote, gig-based workforce. We are looking for extraordinary leaders in remote team, technical support, product led growth management. The leader will be brilliant in innovating and experimenting.

Responsibilities:

• Lead a global, remote team of technical specialists, ensuring top-notch service and adherence to productivity and scheduling standards.
• Embrace the gig economy's dynamic, fostering a culture of flexibility, innovation, and continuous learning.
• Drive PLG by empowering your team to harness Microsoft technologies, ensuring alignment with our strategic objectives.
• Champion diversity and inclusion, creating an environment where every team member feels valued and empowered.
• Maintain a proactive approach to case management, backlog minimization, and customer satisfaction.
• Collaborate with Operations Leads to share insights, best practices, and drive continuous improvement across teams.
• Implement outcome-based performance metrics, ensuring the team's alignment with organizational goals and customer needs.

Product-Led Growth Responsibilities

• Harnessing Microsoft Technologies: Empower your team to unlock the full potential of Microsoft technologies through dedicated product-led growth interactions.
• Collaborate with cross-functional teams to align technical support efforts with product-led growth strategies.
• Ensure 100% proper tracking of case insights related to product adoption and customer success.
• Ensures min of 80% team insights on product usage and exposition .

• Assess team capacity with a strategic lens, spearheading initiatives that enhance performance, efficiency, and productivity through innovative experimentation.
• Create an environment of innovation, collaboration, and continuous improvement, where team members are encouraged to share knowledge, learn collectively, and evolve together.

Additional Expectations:

• Demonstrate exceptional problem-solving skills, with the ability to anticipate challenges and implement proactive solutions.
• Exhibit mastery in change management, adeptly guiding your team through technological and procedural shifts.
• Maintain a relentless focus on technical and service excellence, setting and exceeding industry benchmarks.
• Engage in strategic planning and execution, ensuring alignment with broader organizational goals and customer needs.
• Act as a champion for diversity and inclusion, fostering an environment where every team member feels valued, heard, and empowered to contribute.

About you:

• Extensive experience in leading high-performing, remote technical support teams, with a profound knowledge of Microsoft 365 technologies.
• Outstanding leadership capabilities, with a talent for coaching, mentoring, and connecting with a globally dispersed team.
• A track record of driving customer satisfaction, operational efficiency, and team productivity to unprecedented levels.
• Advanced analytical skills, with a knack for managing product-led growth trackers and safeguarding data integrity.
• Superior communication and interpersonal skills, able to inspire team members and drive them towards achieving and surpassing targets.
• Adaptability and flexibility, capable of thriving in a fast-paced, 24x7 global operation.
• Understanding of Product Led Growth concept.
• A deep-seated passion for technology, especially Microsoft products, and a commitment to fostering the growth and development of your team.

What We Offer:

• The flexibility to work remotely from anywhere in the world, within a company that prizes diversity, inclusion, and the well-being of its staff.
• A role that presents both challenges and rewards, where your contributions have a direct impact on our clients' success and our company's growth.
• A dynamic team environment, rich with opportunities for professional advancement and personal growth.
• A competitive compensation package that reflects your experience and the value you bring to our team.

Logistics and Additional Requirements:

• Freelancer will register their devices with Intune and keep it Intune policy compliant to do work. Implementation of MFA will be required within 30 days upon contract start for MS Security & compliance. When providing services under this contract, Freelancer must adhere to the client's Data Protection Agreement, Code of Conduct Agreement and Security Requirements (including physical and information security policies). Providing services under this contract from public / shared locations is prohibited. Freelancer agrees to use one single, unique device for conducting support and will not share the device with anyone inside or outside of the project.
• There is a background check required for this contract. You understand and agree that the failure to pass this background check will be considered a material breach of the contract terms, and your contract will be ended immediately. Freelancer will attend the onboarding session and complete each quiz for the pre-onboarding with at least 80% of correct answers, and by accepting this contract, agrees to open their cameras during the meeting or other meetings as requested. In order to accept this offer, you must complete Identity Verification (IDV, Hardware/Device Live Verification and Voluntary Consent tasks with Upwork within 5 business days. You must also timely complete the onboarding tasks requested by the client prior to providing services for this contract.

By accepting this contract, the Freelancer understands that they’ll be required to complete a recurring Identity Verification check (IDV). It is important for the Freelancer to be responsive and prompt in completing the Identity Verification (IDV) process within the given time frame. Any delays or failure to complete the IDV may result in a breach of contract. The Freelancer agrees to meet the device and tool requirements listed below. Freelancer understands that accepting this agreement without such requirements will be considered a ground for terminating the agreement:

• Computer that is not joined to another company’s domain, neither managed by any remote management – inventory systems or tools. Preferred:
• Dedicated laptop or PC for this project with no additional work or personal software installed
• OR have a PC with DUAL boot, where in boot1 you can have personal and work partition and in boot2 you can have an environment dedicated to the project -OR have an additional USER profile dedicated only for this project, with no other software running
• Windows 10 Pro (latest updates installed)
• Minimum of 8 GB Ram (16 is recommended)
• Core i3 processor (i5 is recommended)
• Minimum of 256GB Hard disk (256 SSD is recommended)
• LAN (local access network) required
• For security requirements, freelancers will not connect to the provided systems and tools using WiFi
• A minimum of 25 Mbps download speed & 10 Mbps upload speed
• -No 3rd-party antivirus software installed
• Media devices that are Teams compliant
• Microphone/headset with background noise canceling (not a phone headset) -Webcam, preferably compatible with Windows Hello Technology

The Freelancer agrees to provide Shakers with accurate location information and complete the speed test remotely as requested in their contract. 

Failure to comply with these requirements may result in contract termination. 

Shakers reserves the right to verify the Freelancer's location and speed on an ongoing basis during the project. 

By agreeing to these terms, the Freelancer acknowledges the importance of location and speed verification for the success of the project and agrees to cooperate with the vendor contractor's requests in a timely and accurate manner.