Technical Support Manager

At ShipHero we make it easy to manage eCommerce logistics in more ways than one. Our proprietary Warehouse Management Software (WMS) allows our customers to run an efficient warehouse and fulfill customer orders quickly and accurately. We want to put this great technology in the hands of more brands, retailers, and 3PLs to help them grow. 

The Technical Support Manager will be responsible for the overall leadership of a team of Technical Support Engineers. This includes ensuring the quality of ticket and timely communication to customers via ticket notes and status of issue(s). They will work collaboratively across customer and ShipHero teams to contain and resolve a wide range of technical issues. The successful candidate will have a strong technical background, excellent organizational, management and problem-solving skills.

Responsibilities:

• Reporting to the VP, Customer Success managing 8-12 direct reports
• Responsible for day to day operations and service levels
• Escalation point for Support Engineers and across functional ShipHero teams
• Handle all administrative and human resources related activities for direct reports
• Seek input/feedback from team and stakeholders and prepare and deliver quarterly and yearly performance reviews to supervisors and other direct reports
• Coach and develop the team to perform against targets
• Assist the VP of Customer Success in the running and development of the business
• Communicate strategic and organizational updates to the team 
• Hold regular operational meetings
• Work collaboratively with other department Managers
• Review and respond to daily emails received from internal and external customers 
• Attend other departmental meetings in the absence of the VP, Customer Success
• Monitor the daily SLA and make recommendations for improvement as and when needed
• Project work as assigned 

Requirements:

• Minimum of 3 years Management experience
• Minimum of 5 years Assisted Support Service experience (or equivalent experience)
• Demonstration of leadership, team development and change management skills
• Experience in or strong interest in the Software and Technology industry preferred
• Experience in customer relationship management tools such as Jira, Zendesk or Salesforce.com is preferred
• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
• Excellent business communication skills (spoken and written) 
• Advanced problem solving/troubleshooting skills 
• Ability to explain complex ideas in simple terms
• Proficiency in Microsoft Office Suite or Google equivalent tools.

Perks:

• Company provided equipment you need to be happy at your job.
• PTO + holidays.
• Mandatory fun time. We mean it. Work-life balance in spades.
• Robust benefit offerings include Health, Dental, Vision, Life, Accident, Short Term Disability and Critical Illness (availability dependent on location)

Our Core Values:

• Do the right thing - Our employees are held to the highest standards. We act with integrity and honesty, embrace accountability, and do what’s right, even when no one is watching.
• Tenacity - We take a relentless approach in our business: We show up expecting to win every day, obsess about serving our clients and employees, and are driven by results.
• Have Fun & Be Bold - We support work-life balance and have fun while being our bold and authentic selves.
• Scrappiness - We do more with less. We are scrappy, determined, resourceful, and relentless in delivering results.

ShipHero would like to thank all applicants for their interest; however, only those selected for an interview will be contacted.

Ship Hero is committed to a diverse and inclusive workplace. ShipHero is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age or any other characteristic protected by law. We are committed to providing employment accommodation in accordance with the law. If you require accommodations due to a disability at any stage of our hiring process, please notify our Human Resources Team