Customer Support Manager
SamCart, United States
Job Description
Online shopping has changed. Today’s eCommerce runs on selling products, not brands. SamCart is the first e-commerce platform built from the ground up for direct-to-consumer brands. By focusing on the product level, and not the store level, our customers can create beautiful sites that showcase their products, convert visitors into customers, and increase the value of each purchase.
The Customer Support Manager is the backbone of the Customer Support team and a key advocate for SamCart customers. They will build upon the strong Customer Support team foundation and continue to deliver on and find more opportunities for delighting SamCart customers. They will track and monitor KPIs to encourage celebration of successes and quick attention to areas of improvement. They are the main resource for the Customer Support Team Leads and will support them in ensuring the day-to-day runs smoothly and that customer and agent needs and issues are addressed. They will support our Director of Customer Success with special projects aimed at exceeding team and individual KPI targets.
- Ensure the Customer Support team is delivering world-class service in every customer interaction via all channels (including but not limited to our main channels email, knowledge base, and - coming soon - chat)
- Monitor team and agent performance and metrics daily, weekly, and monthly to quickly identify areas of success and concern
- Work with the Director of Customer Success to facilitate projects and initiatives with the goals of handling more (channels/tickets/customers) and meeting or exceeding KPI targets with a small team
- Maintain expert knowledge of the SamCart product including features, integrations, and offerings
- Gather and prioritize customer pain points and feature requests to help drive the escalations and product planning processes
- Represent the customer to cross-departmental meetings to ensure the customer is considered in business decisions
- Conduct weekly 1:1’s with Team Leads and Tier 2 support to build rapport, share important updates, and review individual stats and tickets
- Prepare presentations for and lead weekly Team Meetings and represent Support at weekly company All Hands
- Communicate directly with customers in the event of a complicated or heated issue as the second point of leadership contact (after Team Lead, before Director)
- Manage the hiring of new Customer Support Specialists including resume review, interviews, and selection
- Plan the onboarding of new agents by maintaining an up-to-date onboarding plan and schedule and participating in training sessions
- Nurture and evolve the Support Team culture by creating time and space for team-building, education, fun, and each individual’s professional growth
Requirements
- 1-year experience in a Customer Support leadership position
- 2-years prior Customer Support or Customer Success experience
- Experience with developing Customer Support programs including omni-channel support (email, chat, self-service), KPI reporting, knowledge base management, etc.
- Experience building inter-departmental communication flows, specifically with Sales, Onboarding, Account Management, and Product teams
- Proven communication skills, in both internal and external interactions
- An ability to stay calm under pressure
- An above and beyond approach to solving problems, you don’t quit until the situation is considered resolved by all parties
- Tech-savvy, adaptability, and comfort with frequent functionality updates
Benefits
Here at SamCart, we are startup veterans, marketing savants, experience experts, and eCommerce bosses. Our goal is to build the industry-leading direct-to-consumer eCommerce platform. We work hard, play hard, and enjoy some amazing benefits - all the basic stuff and more, like:
- Stock options
- An unlimited PTO policy
- Flexible work schedule
- Cool offices with cool people located near the Arboretum
- (Covid Update: Currently Working From Home)
- Free snacks and drinks
- Regular happy hours and other fun stuff
With the above stated, we are open to candidates of all backgrounds and encourage you to apply if interested! SamCart is committed to cultivating a diverse and inclusive team.