Operations Team Leader | eCommerce Account

Our US Partner Client is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, they are the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. They pride themselves on understanding and delivering best practices and excellence to 3PLs and their customers. 

The Operations Team Leader acts as a liaison between the Tier 1 Customer Support and the leadership team helping with case and escalation volume distribution, case inspections, coaching support engineers, and always looking for opportunities for process improvement. The Team Lead also supports and communicates with internal and external customers handling cases through different communication channels (chat, phone, and email via a ticketing system), as well as engages in internal projects and tasks.

This is a full-time role, on a US shift and on an Onsite (Cebu-based) work set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Serve as an initial escalation point for questions around customer tickets, internal
• process, troubleshooting, etc., with the ability to escalate to subject matter experts
  and/or other support leaders as needed.
• Inspect and ensure case volume gets distributed accordingly during the day
• Regular involvement in helping to onboard and mentor new hires
• Assist with developing and rolling out team/company process improvements to enhance
  customer's support experience
• Assist with developing and coordinating enablement and training for the team
• Perform regular QA analysis on cases
• Regularly deliver feedback and coaching to Tier 1 Customer Support on aspects such as
  effectiveness, customer response, case management, etc.
• Work with the Support Management team to maintain consistency across all teams with
  process and quality of Support
• Assist in recruiting and hiring top talent
• Measure and drive Technical Support outcomes and effectiveness
• Perform Tier 1 Customer Support-related tasks less than half of the time
• Serves as the liaison between internal teams and the customers
• Understand 3PL warehouse clients' business objectives and act accordingly
• Available on rotation for 24/7 on-call escalations for critical issues

QUALIFICATIONS:

• 5 + years of experience in a support leadership role
• 2+ years of experience in technical support and/or customer-facing roles
• Experience related to software, e-commerce, or warehousing
• Confidence with technical troubleshooting and problem-solving
• Fantastic oral and written communication
• Amazing people skills with a zeal to work with customers
• Thrive in a fast-paced, constantly evolving, team environment
• The ability to be highly organized in teaching and coaching others while also staying on
  top of your own work
• An excellent work ethic and attention to detail
• Hands-on experience in a technical support capacity, supporting customers using an
• Enterprise Software or SaaS solution
• Hands-on experience managing customer issues through a ticketing solution Salesforce
  Service Cloud
• Prior experience taking calls directly from customers in a technical support capacity
• Be willing to occasionally alter your schedule to be available for your team as needed
• Ability to delegate tasks and manage team projects to ensure they reach completion
• Ability to coach teammates and provide constructive feedback
• Effective at building relationships, collaborating, and influencing individuals both on your
  team a cross-functionally
• Ability to maintain composure and adapt to changing business needs in a fast-paced, high
  growth environment

NICE TO HAVE SKILLS:

• Working knowledge of Supply Chain and Warehouse Management Systems
• Experience with SaaS support
• Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI
• Leadership/management experience with a support or similar environment
• Experience working closely with team members across different time zones