Senior Product Support Manager (US)

Before you read on, take a look around you. Everything you see has been shipped, often multiple times before reaching its destination. Global ecommerce sales are expected to total $5.5 trillion worldwide in 2022 and continue growing over the next few years. Here at Shippo, we are the shipping layer of the internet and we consider ourselves to be one of the core building blocks of e-commerce.

Our mission is to make merchants successful through world-class shipping. With our products and solutions, we level the playing field by providing our customers with best-in-class solutions that otherwise wouldn’t be available to them. Through Shippo, e-commerce businesses, marketplaces, platforms, and a variety of logistics infrastructure providers are able to connect to shipping carriers around the world from one API and dashboard. We provide our customers with the most competitive shipping rates, print labels, automated international documents, shipment tracking, facilitate the returns process, and more.

How we’ll deliversuccess:

Our Customer Support team is looking for a world-class Senior Product Support Manager to join our team and shape the future of customer experience for Shippo. As a Senior Product Support Manager, you will play a pivotal role in shaping the future of our customer support operations, ensuring excellence in leadership, analytics, strategy, cross-functional collaboration, project management, communication, and operations. You are someone who leans in and seeks to learn about the business, and who can balance the art of execution and tying it back to strategy.

Shipping & handling responsibilities:

• Lead a remote team, distributed across three time zones, managing support across three channels: Email, Live Chat, and Phones.
• Take the lead in identifying strategy, creating a clear vision, and creating a way for the team to succeed.
• Motivate and mentor the team with both positive and constructive feedback to influence behavior change, and ensure team satisfaction and productivity.
• Own the administration of Zendesk, including but not limited to triggers, rules, automations, views, contact strategy, and reporting.
• Proactively build relationships across interdependent departments (Product, Engineering, Finance, Marketing, Carriers/Partnerships, Customer Success, etc.) and drive impactful process and communications improvements.
• Cross-functionally influence to advocate on behalf of the Customer Support team and customers and proven ability to work with Product, Engineering, and Finance to impact necessary changes for customer experience.
• Foster a learning environment that encourages others to learn from their experiences.
• Manage complex initiatives and balance priorities to best support complex user needs.
• Understand and take ownership of all support workflows and workflows that affect the team. Make adjustments, create new workflows, and roll out changes to make the team even more effective.

Requirements

Do you tick the boxes?

• BA/BS Degree

• 10+ years in direct customer Support/experience (Technical/Product/API Focused) in SaaS and start-up environments.
• Minimum of 7+ years of experience managing a direct customer-facing team including Leads/Supervisors, with at least one of those years supporting a SAAS platform.
• Significant Zendesk Administration experience. Served as a point of contact for administration, configuration, reporting, and maintenance of Zendesk.
• Extensive experience with Customer Support KPIs and ability to do data analytics of customer trends using BI and Log Tools (Mode, Sumo, New Relic, Looker, Postgresql, etc.). Strength in data-driven communication and decision-making. Experience aligning metrics cross-functionally and telling compelling data stories. 
• Impeccable writing skills, with a focus on modifying your tone based on the context (customer’s happiness level, the urgency of the situation, etc.).
• Ability to surface customers’ business needs and communicate Shippo’s ability to meet those needs. Used tools like Google Apps, Slack, Zendesk, Stripe, Jira, etc.
• Flexibility with schedule so we can do our best to have extended support hours so the ability to work earlier/later or on the weekends.
• Impactful AI experience is a plus.

Benefits

What's in the Shippo package?

• Healthcare coverage for medical, dental, and vision (90% covered by the company, incl. dependents).
• 3 Volunteer Days Off (VTOs)
• WFH stipend to set up your home office
• Dedicated programs, coaching, tools, and resources for your pro