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Head of Customer Experience, North America

2 months ago

Austin, United States The Ladders 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

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