Product Support Manager en remoto

Descripción del puesto de trabajo

Before you read on, take a look around you. Everything you see has been shipped, often multiple times before reaching its destination. Global ecommerce sales are expected to total $5.5 trillion worldwide in 2022 and continue growing over the next few years. Here at Shippo, we are the shipping layer of the internet and we consider ourselves to be one of the core building blocks of e-commerce.

Our mission is to make merchants successful through world-class shipping. With our products and solutions, we level the playing field by providing our customers with best-in-class solutions that otherwise wouldn’t be available to them. Through Shippo, e-commerce businesses, marketplaces, platforms, and a variety of logistics infrastructure providers are able to connect to shipping carriers around the world from one API and dashboard. We provide our customers with the most competitive shipping rates, print labels, automated international documents, shipment tracking, facilitate the returns process, and more.

How we’ll deliver success:

Our Customer Support team is looking for a world-class Product Support Manager to join our team and shape the future of customer experience for Shippo. To us, a great Manager can demonstrate success and growth in these qualities: leadership, management, analytics, strategy, cross-functional influence, project management, communication, and operations. You are energized by a fast-paced workplace and are extremely adept at understanding and explaining technical concepts with ease.

Shipping & handling responsibilities:

Lead a remote team, distributed across three time zones, managing support across three channels: Email, Live Chat, and Phones.
Takes the lead in identifying strategy, creating a clear vision, and creating a way for the team to succeed.
Motivate and mentor the team with both positive and constructive feedback to influence behavior change, and ensure team satisfaction and productivity.
Effectively synthesizes team issues and works to resolve root causes. Ask the right questions to obtain the information needed to size up a situation properly.
Execute projects in the context of data. Ability to run an analysis and make decisions on that analysis as a way to present context to such a decision.
Develop strong working relationships with adjacent teams (Product, Engineering, Finance, Marketing, Carriers/Partnerships, Customer Success, etc.) and act as a trusted partner in problem-solving. Present cases for decision-making and build consensus at the team level.
Identify gaps within the team, take initiative on all ongoing projects across the team, and make sure they get done. Recognize when a project needs to be rolled out when it needs to be changed, and if it is needed.
Clearly articulate wins, challenges, and a plan of action. Summarize and tell the right people important information
Understand all support workflows, able to make adjustments, create new workflows, and roll out changes to make the team even more effective.

Requirements

Do you tick the boxes?

BA/BS Degree
5+ years in direct customer Support/experience or customer-facing roles in SaaS.
Minimum of 4+ years of experience managing a direct customer-facing team, with at least one of those years supporting a SAAS platform.
Hire, train, manage, and develop a team of at least 5+ Customer Support Specialists, with more of a Product/Technical/API Support background,
Zendesk Administration experience.
Command of Business English to write public-facing content on our Help Center.
Ability to analyze data, create insights, and present those findings to cross-functional partners effectively.
Data analytics experience, BI, and Log Tools a big plus (Mode, Sumo, New Relic, Looker, Postgresql, etc.)
Impeccable writing skills, with a focus on modifying your tone based on the context (customer’s happiness level, the urgency of the situation, etc.).
Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features.
Previous experience working in a startup environment - doing customer support for a company like Shippo is very different from working for a larger and more regimented company.
Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs. Used tools like Google Apps, Slack, Zendesk, Stripe, Jira, etc.
Flexibility with schedule so we can do our best to have extended support hours so the ability to work earlier/later or on the weekends.

Benefits

What's in the Shippo package?

Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
3 Volunteer Days Off (VTOs)
WFH stipend to set up your home office
Dedicated programs, coaching, tools, and resources for your professional and career growth as well as an individual learning stipend for your personal and focused growth
Fun team meetups through our Shippos everywhere program that includes regular team and company off-sites throughout the year as well as gatherings with your local Shippos

Sail through the process:

Here at Shippo, we celebrate inclusivity and are committed to creating equal access to opportunities for people from all backgrounds, perspectives and geographies. These values define who we are and everything we do. All qualified individuals are encouraged to apply. If you need assistance, or a reasonable accommodation during the application and recruiting process, please contact us at accommodations@goshippo.com

Our Compensation Shippolicy:

The actual base pay is dependent upon many factors, such as: financial budgets, work experience, training, transferable skills, business needs, and market value. The base pay salary ranges are subject to change and may be modified in the future. Total compensation for this role will include, equity, medical, dental, vision and other benefits noted in our Shippos “package” section.

Shippos in the wild:

Our people, much like the packages we help ship, are all over the world. This means, through our remote-first program, “Shippos Everywhere”, our roles can be based anywhere in the US with the exception of Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico and West Virginia and many roles can be based internationally.

For locations outside of the US and Ireland, the employment contracts are powered by Remote.com (all Shippo perks still apply - including equity!). What we want to emphasize is that you can be successful at Shippo regardless of location.

Remotive