Manager, Customer Support
About The Position
Extensiv is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, and Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, Extensiv built the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. We pride ourselves on understanding and delivering best practices and excellence to 3PLs and their customers. The Role: As the Man a ger, Customer Support, you will lead a team of collaborative, driven, fun-seeking customer support professionals who provide timely and effective support in resolving customer issues . Metrics are important to us and you’ll focus on hitting or exceeding support delivery KPI’s – initial response, time to resolution and first call resolution . You’ll accomplish this by working closely with cross functional leaders to develop and implement organizational and operational strategies that scale. Key areas of focus include case management/hygiene, escalation management, new hire enablement, and intensive product training. In addition, you will be developing and coaching emerging talent and future leaders throughout the customer success organization.
Requirements
- 3-5 years experience leading customer support teams in a software based organization.
- Metrics focused, process-oriented and obsessively organized
- Ability to work in a very fast-paced, constantly evolving, team environment
- I mpeccable writing skills, with a focus on modifying your tone based on the context
- Ability to work across teams to get customer issues resolved - experience working closely with software engineers on bugs or product managers on new features
Nice To Haves
- Salesforce, Confluence, Jira, and Utilization tracking tools are a big bonus!
- Experience and understanding of eCommerce & logistics is a plus!
Responsibilities
- Leading the day-to-day activities of the Tier 1 and Tier 2 teams by providing strong leadership, coaching and mentoring
- Be a change agent – optimize current processes, remove obsolete ones, and create new processes in the spirit of ensuring our customers are successful
- A manager understands all support workflows and workflows that affect the team. You can make adjustments , create new workflows, and roll out changes to make the team effective
- Oversee and manage tools to deliver support at scale, including ticketing system, knowledge management, community platform and customer feedback tools
- Work with Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
- Oversee Quality Assurance programs to ensure service expectations are consistently met across all communication channels
- Act as an escalation point for the team and customers when appropriate
- Develop relationships across the organization and listen to the needs of internal and external customers
- Retain and recruit a world class Customer Support team capable of adapting in a consistently evolving and high growth environment
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
1-10 employees
