We are looking for an expert technical support leader with a passion for SaaS platforms, developing others, building efficient and effective teams, and finding new ways to surpass our commitments to our customers.
Our support team is key in ensuring customers achieve success using Salsify. We are their voice as we strive to continually improve our product, support, and role as trusted advisors within the e-commerce industry.
By motivating and mentoring a technically savvy customer-centric team, you will ensure we deliver on our promise of outstanding and responsive support.
This role leads the daily operations of a remote team of Support Engineers and Product Experts based in the US, APAC, and Europe. As part of the global support organization, your team will be responsible for working collaboratively and closely together to resolve customer issues as quickly as possible. By focusing on specific Salsify features, this group will continually develop Subject Matter Experts across the globe through swarming, knowledge creation and partnerships with R&D.
You’ll be part of the leadership team driving the global organization to the next level while ensuring the team is set up for success, scalability, and development.
How you'll make an impact:
- Day-to-day front line management of a team delivering best-in-class technical support to our customers, partners, and internal teams
- Manage team and individual performance by ensuring clarity on roles, responsibilities, and expectations. Analyze team and individual performance and efficiency; identify knowledge gaps and coaching opportunities
- Confidently own customer feedback, frustrations, and account-level escalations; acts as an escalation point for team members and represents support in various situations especially in relation to your team’s feature area
- Through real-time coaching, 1:1s, and goal setting, ensure that the team has the training, mentoring, and tools vital to improving customers’ experience, being effective problem solvers, developing new technical skills, and continuing their own professional growth
- Take the lead on initiatives related not just to your team, but the wider support team - seek out and implement new opportunities to foster the maturity of the Support team with a focus on scalability and predictability
- Participate in strategic planning discussions to drive toward goal achievement, customer satisfaction, and employee retention and development
- Create partnerships with our Customer Success, Operations, and R&D teams to improve processes, the platform, and customer experience - this is a highly-collaborate role that works across many levels and functions
- Engage in recruiting efforts for both your team and the broader organization; tTake an active role in recruiting and hiring for team; familiar with capacity modeling and works collaboratively on understanding upcoming capacity needs, skill gaps
- Participate in incident management, 24/7 on-call rotation
You'll enjoy this role if you have:
- 8+ years of experience in advanced technical support positions
- 2+ years of management experience for highly technical support and/or engineering teams; past experience with global teams providing enterprise B2B support strongly preferred
- An understanding of the importance to be (and remain) technical as a leader and a desire to learn the building blocks of the platform
- Passion for creating operational efficiency through process creation and radical ownership of the team and projects
- The technical capability and discernment to be a point of contact for critical issues and escalations
- Experience and comfort with incident management, post mortems, root cause analysis, and managing an on-call rotation
- Proven track record of building and fostering a strong team culture
- Experience and interest in Knowledge Centered Service and Intelligent Swarming
- Solid understanding of APIs, Excel, Excel formulas, SQL, JSON, and a familiarity with some coding languages, regular expressions and data manipulation
- Strong working knowledge of common support tooling - Salesforce ServiceCloud, Atlassian Suite (Jira, Confluence), New Relic, GitHub
- Strong interpersonal and teamwork skills - you can work with individuals at all levels
- Superb communication skills - you can clearly and thoughtfully explain technical concepts to a wide variety of personas
- Creativity and resourcefulness when problem-solving and approaching ambiguous situations
- Ability to build trust and relationships across levels and the organization. When working on common projects or issues, able to understand the needs of other groups and work together to find the best solution.
- The ability to distinguish between the urgent and the meaningful, prioritize accordingly, and communicate your decisions effectively
- Experience working with brands, retailers, and distributors across the e-commerce industry
#LI-AN1
#LI-Remote
