- Manage and forecast Support Team capacity including setting team schedules, identifying common customer support issues, and working with engineering to address technical issues
- Handle escalated cases
- Identify problem areas - driving process improvement or training where needed
- Create weekly reports for support teams
- Ensure the support team progresses cases and customer comms following defined processes
- Feed up customer experience feedback and product friction points to the engineering team for product improvements
- Ensure documented processes are followed and updated by all Customer Support team members (drafting Help Center articles, new articles created where needed, etc)
- Own internal support communication groups including email lists, slack rooms, and any other specific communication channels
- Experience: You have at least 5 years of SAAS support team management with a strong interest in coaching team members and providing constructive feedback**.** You have proven ability to work to high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner.
- Tech-Savvy: Experience with Hubspot is preferred
- Personality traits: You possess a natural curiosity and fast learning ability, eager to delve into the intricacies of our shipping software and share insights with others. You're driven by a strong desire to challenge yourself and embrace new experiences beyond your comfort zone.
- Attitude: You're adept at navigating ambiguity and excelling in dynamic, rapidly growing organizations. You approach challenges with a positive attitude and take initiative to find solutions.
- Collaborate with a motivated team, directly tying your results to organizational success
- Enjoy 22 days of PTO plus public holidays
- Benefit from 401k Match
- Medical, Dental, and Vision Insurance
- Maternity and Paternity Leave
- This is a full-time position working out of our Austin, TX office 2 days a week
- Compensation is based on experience
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Head of Customer Support - Austin, United States - The Ladders
Description
Head of Customer SupportShipperHQ is seeking a talented Customer Support Professional, who isn't afraid to roll up their sleeves and lead our Technical Support Team.
About Us:
ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.
What You'll Do:
As Head of Customer Support, you will lead our Support Team including coaching team members, spotting support trends, and working closely with other departments to proactively reduce customer churn.
Your Impact:
This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.
Benefits and Perks: