Senior Client Support Specialist
2 weeks ago
Senior Client Support Specialist
About the Role
At ShipMonk, our Senior Client Support Specialists are essential to our operations, merging account management expertise with exceptional customer service. They are pivotal in ensuring a seamless experience and fostering satisfaction among our valued Merchants.
These specialists oversee the accounts of our top-tier Merchants while leading a dedicated team of 3-5 Account Support Coordinators. As the primary representatives of the ShipMonk brand, they are committed to delivering outstanding service and creating value for our Merchants.
Whether it’s tracking product locations or coordinating shipments with our warehouse team, our Senior Client Support Specialists excel at multitasking and thrive in dynamic environments. Their ability to manage diverse responsibilities is crucial to our success.
Key Responsibilities
- Act as the main point of contact for assigned VIP Merchants to ensure prompt resolution of issues.
- Oversee the flow of incoming merchant inquiries (via phone, chat, and email) and manage cases daily.
- Serve as the escalation contact for 3-5 Support Representatives, guiding them to resolve issues efficiently.
- Address escalation requests for accounts under your management.
- Collaborate with warehouse management and technical teams to ensure timely and professional completion of requests.
- Develop sustainable, long-lasting relationships with Merchants.
- Inform Merchants about service offerings and assist them in proactive planning to reduce potential issues.
- Support Merchant projects throughout their lifecycle.
- Identify opportunities to enhance the Merchant experience and suggest improvements or new offerings as needed.
Qualifications
Essential Skills
- Bachelor's Degree in Business or Communications is preferred.
- Demonstrated experience as a Customer Service Lead, Account Coordinator, or Account Manager, managing a team of 2-5.
- 2-3 years of experience in logistics, supply chain, 3PL, or SaaS environments.
- Proven ability to manage multiple accounts while delivering exceptional service.
Benefits of Joining ShipMonk
- Health benefits available after 60 days (medical, dental, vision).
- Unlimited vacation policy.
- 401(k) retirement plan.
- Wellness program (onsite gym, healthy snacks, etc.).
- Engaging work environment (trampoline, ping pong table & games, monthly gatherings).
- Dog-friendly workplace.
- Referral Bonus Program.
*ShipMonk is an equal opportunity employer. We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.*
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