Head of Customer Support

4 weeks ago


Austin, Texas, United States ShipperHQ Full time

Head of Customer Support

ShipperHQ is seeking a talented Customer Support Professional, who isn't afraid to roll up their sleeves and lead our Technical Support Team.

About Us:

ShipperHQ is headquartered in Austin, TX making a big impact in the e-commerce shipping space. Founded in 2009, we are a premier supplier of shipping software for e-commerce sites, selling to both SMB and Enterprise customers. We have 50+ team members spread across the US, UK, Canada, India and Australia. 30+ members are based in Austin, TX. We are seeking an ambitious and self-motivated individual with a positive attitude and a strong collaborative mindset.

What You'll Do:

As Head of Customer Support, you will lead our Support Team including coaching team members, spotting support trends, and working closely with other departments to proactively reduce customer churn.

Your Impact:

  • Manage and forecast Support Team capacity including setting team schedules, identifying common customer support issues, and working with engineering to address technical issues
  • Handle escalated cases
  • Identify problem areas - driving process improvement or training where needed
  • Create weekly reports for support teams
  • Ensure the support team progresses cases and customer comms following defined processes
  • Feed up customer experience feedback and product friction points to the engineering team for product improvements
  • Ensure documented processes are followed and updated by all Customer Support team members (drafting Help Center articles, new articles created where needed, etc)
  • Own internal support communication groups including email lists, slack rooms, and any other specific communication channels

What We're Looking For:

  • Experience: You have at least 5 years of SAAS support team management with a strong interest in coaching team members and providing constructive feedback**.** You have proven ability to work to high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner.
  • Tech-Savvy: Experience with Hubspot is preferred
  • Personality traits: You possess a natural curiosity and fast learning ability, eager to delve into the intricacies of our shipping software and share insights with others. You're driven by a strong desire to challenge yourself and embrace new experiences beyond your comfort zone.
  • Attitude: You're adept at navigating ambiguity and excelling in dynamic, rapidly growing organizations. You approach challenges with a positive attitude and take initiative to find solutions.

Why ShipperHQ?

This is a highly fast-paced environment where no two days will look alike. For the right candidate, with the right attitude, there are fantastic opportunities for career progression. We are an agile, fast-moving team that likes to roll up our sleeves and solve some of the biggest issues in shipping. You will learn more at ShipperHQ in a year than you would in 3 years at other companies because of our collaborative learning culture that fosters continuous growth and innovation.

Benefits and Perks:

  • Collaborate with a motivated team, directly tying your results to organizational success
  • Enjoy 22 days of PTO plus public holidays
  • Benefit from 401k Match
  • Medical, Dental, and Vision Insurance
  • Maternity and Paternity Leave

Logistics:

  • This is a full-time position working out of our Austin, TX office 2 days a week
  • Compensation is based on experience

At ShipperHQ, we're proud to be a team that's as diverse as the merchants we serve. As a member of the e-commerce community, we take responsibility to empower shops large and small to grow and thrive through the power of technology to heart. With honesty, responsiveness, and innovation at the center of all we do, we remain committed to hiring the right people for the job, regardless of race, background, religion, or eccentricity.



  • Austin, Texas, United States Canva Full time

    Company DescriptionJoin the team redefining how the world experiences designHey, g'day, mabuhay, kia ora,你好, hallo, vítejteThanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Job DescriptionWhat you'd be doing in this roleAs Canva scales...

  • Head of DevOps

    1 month ago


    Austin, Texas, United States Redactable Full time

    *Redactable is web-based application that helps companies permanately redact their confidential documents. Think of us as a 'DocuSign' for redaction. *We are currently seeking a startup-friendly Head of DevOps engineer to join our growing team. 7+ years as a Senior DevOps EngineerUnderstanding customer requirements and project KPIsImplementing various...

  • IT Support Specialist

    1 month ago


    Austin, Texas, United States Gensler Full time

    Your RoleGensler, a globally recognized Architecture and Design firm, is seeking an IT Support Specialist to join the Austin office. The position plays an integral role in daily business interactions. The ideal candidate is a personable and polished individual with a strong desire to learn and grow. They also have a fundamental passion for client...


  • Austin, Texas, United States TRNSACT Full time

    Customer Onboarding Specialist at TrnsactLocation: RemoteDepartment: Customer SuccessType: Full TimeMin. Experience: 2 yrs ExperienceAbout Trnsact:TRNSACT is a leading technology company revolutionizing the way businesses engage with financial transactions online. Our platform offers a seamless, secure, and efficient equipment buying experience for...


  • Austin, Texas, United States AlertMedia Full time

    Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our values, which reflect our view on what's important and what's right, include: We're humans not...

  • IT Support Specialist

    2 weeks ago


    Austin, Texas, United States Motion Recruitment Full time

    Leader in their industry, our exciting global SaaS construction platform client seeks a contract IT Support Specialist. This is an onsite position located in Austin, TX.We're looking for an IT Support Specialist to provide world-class service to our colleagues across all client locations. In this role, you'll drive employee productivity by equipping and...


  • Austin, Texas, United States Digital Pharmacist Full time

    Summary of Job:The Customer Operations Specailist will leverage their knowledge and practical understanding of Payment/Invoice systems such as Chargify, , and Salesforce CPQ/Billing as it relates to invoice generation, product configuration, payment reconciliation and improvement for a rapidly evolving SaaS organization. This position will be based out of...


  • Austin, Texas, United States Motion Recruitment Full time

    Our client is looking for a Desktop Support Technician for a 3-month contract in Euless, TX 75261.Applicants must be currently authorized to work in the US on a full-time basis now and in the future.Our client is a multibillion-dollar company that provides end-to-end managed services, technology, and consulting to enable the digital workplace for small to...


  • Austin, Texas, United States Atlassian Full time

    ResponsibilitiesGrowth Customer Advocates are focused on helping customers be successful in their Atlassian cloud Journey. Our main goal is to show SMB customers how Atlassian cloud solutions can make them successful in their goals. Since we work at scale, we want the Growth CAs to be a champion for their customers, providing feedback to our product &...


  • Austin, Texas, United States Regents School of Austin Full time

    POSITION SUMMARY The Chief Operating Officer (COO) is a senior level position that reports directly to the Head of school. The COO plays a vital role in the overall mission, vision and operations of the School. This includes leading a team for building new facilities, managing day-to-day operations, overseeing the operations budget, developing and...


  • Austin, Texas, United States Everly Health Full time

    The Operations Support Analyst role will support strategic and data-driven initiatives within the Operations organization at Everly Health. This employee will have experience in networking, relationship building, process improvement, and exhibit high levels of professional communication. In addition they will be responsible for collecting, organizing, and...


  • Austin, Texas, United States UL Solutions Full time

    JOB DESCRIPTIONAs a Senior Customer Marketing Specialist you will be instrumental in UL Solutions efforts in delighting and engaging our existing customer base. This role will be responsible for developing and executing customer marketing strategies to drive customer retention, loyalty, and advocacy.RESPONSIBILITIESDevelop a deep understanding of our...


  • Austin, Texas, United States Siete Family Foods Full time

    Pop Quiz: Which song is your anthem? A. "Happy" by Pharrell Williams B. "Walking on Sunshine" by Katrina And The Waves C. "Lovely Day" by Bill Withers If you answered, "All of the above" you might be our ideal candidate for our Customer Delight Specialist position. Aside from having some pretty joyful taste in music, you also radiate positivity-like...


  • Austin, Texas, United States Unchained Full time

    COMPANY OVERVIEW:Unchained offers a suite of bitcoin financial services built on top of a unique collaborative custody model. These include: buying and selling bitcoin directly to and from cold storage, bitcoin retirement accounts, bitcoin-backed loans, concierge services to educate clients on best security practices, and cold storage solutions for...


  • Austin, Texas, United States Atlantic Aviation FBO Services, Inc. Full time

    Why You'll Love This JobDid you ever want to work in aviation but didn't know how to break into the industry? Do you like working in a fast-paced environment, often outdoors, around some of the most incredible professionals in the industry? Did you ever wish that you could work for a company where you could grow your career? If so, Atlantic Aviation just may...


  • Austin, Texas, United States Q1Media Full time

    Q1Media is seeking a hardworking, ambitious, self-starter with a minimum of 1 year in a BDR, SDR or B2B Sales role or equivalent work experience. We are a team of awesome, smart, fun-loving folks who are passionate about delivering world-class media services and campaign execution to our agency and brand partners. This role is remote, with some office time...


  • Austin, Texas, United States Cognizant Technology Solutions Full time

    Cognizant is seeking a Desktop Support Tech for a full-time opportunity in Austin, TXBenefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:Medical/Dental/Vision/Life InsurancePaid holidays plus Paid Time Off401(k) plan and contributionsLong-term/Short-term DisabilityPaid Parental LeaveEmployee...


  • Austin, Texas, United States Apple, Inc. Full time

    Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. Join Apple, and help us leave the world better than we found it. The AppleCare Support Experience: Regulated Products...


  • Austin, Texas, United States Omni Hotels & Resorts Full time

    Assistant Golf Professional | CanyonsJob LocationsUS-TX-AustinRequisition ID # of Openings1Category (Portal Searching)Golf Resort OperationsLocationBarton Creek Country Club's success is due to its dedicated, intelligent and self-motivated family of associates who work together to deliver personalized service to the club's members and maintain the company's...


  • Austin, Texas, United States Tenstorrent Inc. Full time

    Tenstorrent is leading the industry on cutting-edge AI technology, revolutionizing performance expectations, ease of use, and cost efficiency. With AI redefining the computing paradigm, solutions must evolve to unify innovations in software models, compilers, platforms, networking, and semiconductors. Our diverse team of technologists have developed a high...