Job Description
Note from FlexJobs Staff: Please note the employer has stated: We support fully remote employment in the US with the exception of the following US states: Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia.
Title: Head of Customer Support
Location: United States
Remote
Full-Time
We support fully remote employment in the US with the exception of the following US states: Delaware, Nevada, Ohio, Oregon, Hawaii, New Mexico, and West Virginia.
Before you read on, take a look around you. Chances are, pretty much everything you see has been shipped, often multiple times, in order to get there. E-commerce and parcel shipping volumes are exploding but so are customer expectations about shipping speed and cost. Managing shipping and logistics operations to meet increasingly exacting demands is an extremely hard endeavor, especially for SMBs who can be left in the dust by larger and far more sophisticated competitors. But this does not have to be so.
At Shippo, our goal is to level the playing field by providing businesses with access to shipping tools and terms that would not be available to them otherwise. We lower the barriers to shipping for businesses around the world, and move shipping from a pain point to a competitive advantage.
Through Shippo, e-commerce businesses, from fast-growing brands to mom-and-pop shops are able to connect to multiple shipping carriers around the world from one API and dashboard, and seamlessly run every aspect of their shipping operations, from checkout shipping options to returns.
We are looking for an individual to join Shippo and set the stage for the high-growth cycle for our Customer Support team. We have 100k entrepreneurs and SMBs using Shippo today. Our business has scaled dramatically in the last few years and we are catching up on the customer support side to deal with this scale. We have also started to power platforms and their shipping solutions natively. For the first time, we need to offer support to platforms who are supporting their merchants. That is a new motion that we haven’t done before.
As we scale and grow our business in both the US and internationally, the Customer Support team will be providing the highest level of customer support to our users and ensure the best customer experience. We are looking for an individual who is totally customer-obsessed, empathy-driven, and has proven experience in building, scaling, and leading a customer service team.
Responsibilities
- Shipping is essential to e-commerce. When our customers have an issue with the product or with shipping their warehouses/operations stand still. Develop Shippo’s customer support strategy and philosophy that is merchant-centric and meets these high support related standards, also reflecting the Shippo brand promise of a delightful experience
- Our customers come to us not just for Shippo product support but also for support on how to ship. Ensure that our support team is an expert in the subject matter of shipping to be able to add value in customer interactions
- Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including workforce management, process improvements, tools, automation, and systems integrations
- Represent customer support and our customers on a leadership level
- Lead leaders across frontline, backline, account support, community, and product documentation teams to deliver a world class customer experience, ensuring that the teams meet and exceed our aggressive Support expectations, performing at or above industry leading targets including response time, resolution time, and customer satisfaction
- Work closely with the rest of the leadership team for cross functional alignment and serve as the primary escalation point for Support questions or issues while working across Engineering, Sales, Customer Success, Operations, Product Management, and Engineering to ensure successful customer outcomes
- Be the “Voice of the Customer” to the Product team to ensure we continue to evolve ways that align with the goals of our customers while also delivering long term solutions
Requirements
- Proven experience in a senior-level Customer Success or Customer Support senior role at a high growth technology start-up (200 to 500) and operating in an international context
- Strong operational understanding of simultaneously building support teams and processes from the ground up
- Capable of working in a fast-paced environment, manage competing priorities; skilled problem solver who can collaborate and communicate effectively with clients on all levels
- You own customer support. Bring in a “The buck stops with you” attitude
- Data-driven and customer-first decision maker
- Expert in time management and planning, in an environment where flexibility is needed to adapt to the industry and business needs
- The ability to set a vision, execute on a strategy, and roll up your sleeves to get into the details when necessary
- Deep analytical, pragmatic and adaptable mindset, with the ability to evaluate complex data and make recommendations
- Excellent team-building, leadership, and cross-departmental communication skills
Benefits and Perks
- Medical, dental, and vision healthcare coverage for you and your dependents. Pets coverage is also available!
- Flexible policy for PTO and work arrangement
- 2 weeks shut down during summer and winter
- 3 VTO days for ShippoCares volunteering events
- $2,500 annual learning stipend for your personal and professional growth
- Charity donation match up to $100
- Fun team events outside of work hours – happy hours, “escape room” adventures, hikes, and more!