Assistant Team Manager, Technical Support

Austin Four Points Office

BigCommerce, the fastest growing SaaS eCommerce platform in the world and a “Best Place to Work” in 2017, is seeking an Assistant Team Manager, Technical Support for our 24X7 Customer Success Services Team. As the Asst. Manager, Tech Support you will be responsible for managing a team of dedicated support staff in a culture where exceptional service to our clients is the the paramount focus.

What you will do:

  • Manage the day-to-day operations of a technical support team with an emphasis on client satisfaction, first contact resolution, and retention
  • Assist with the management of day-to-day operations of the Customer Success Services department
  • Foster an environment of team-driven success through individual contribution and accountability
  • Provide mentoring and coaching to each individual on the team via regularly scheduled one-on-one meetings, call and chat monitoring, ticketing, chat, and phone system statistics to enable employee and client success
  • Advocate on behalf of our clients to ensure their wants and needs for our products and services are continuously communicated

Who you are:

  • 1-2 years experience leading technical support / client success teams in a 24x7 environment, preferred
  • Bachelor's degree (BA/BS) from a four-year college or university, or related experience and/or training
  • Thorough understanding of and belief in the intrinsic value of providing exceptional customer service and the impact that has on conversion, retention, and driving ARPU, CSAT and NPS scores
  • Experience with contact center technologies (I3, Five9s, ACD, Salesforce, Confluence, Jira, Workforce management tools)
  • Basic understanding the following technologies is strongly preferred:, HTML, CSS, PHP, JavaScript, data structures and miscellaneous web applications
  • Able to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues
  • Experience in developing operational reports and analysis
  • Strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth
  • Superior knowledge of the BigCommerce platform and ecosystem
  • Able to motivate teams and individuals
  • Experience with management of phone, ticket, and chat queues preferred
  • Exceptional written and verbal communication skills

What you know:

  • MS Excel; MS Word; Salesforce; Google Apps
  • Coaching and skill development techniques
  • Performance management skills
  • Ability to work independently
  • Set clear and compelling expectations to front line Ninjas
  • Knowledge of basic negotiation techniques
  • Superior time management skills

 

Share job posting