Senior Manager of Product Support, Shippo
$130-175k
+ Equity
Shipping platform for e-commerce companies
Job no longer available
Shipping platform for e-commerce companies
201-500 employees
Job no longer available
$130-175k
+ Equity
201-500 employees
Company mission
To bring businesses closer to their customers by lowering the barriers to business shipping worldwide.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Shipping can be a complex business, and outdated shipping processes can leave companies struggling to operate efficiently. As eCommerce companies attempt to keep up with giants like Amazon, they need every edge they can find.
Shippo provides an order management platform that helps streamline the fulfilment process, allowing operations teams to manage orders, print labels and documentation, track packages, and notify customers. Importantly, it allows Shippo customers, which include UNTUCKit, Bombas, and Aesop, to be more competitive by comparing shipping rates among several carriers.
The company, which not long ago reached unicorn status following received series E funding, is investing into accelerating its mission of simplifying the eCommerce process for businesses through discounted shipping labels, delivering, what the company describes as, the best rates from top carriers.
Steph
Company Specialist at Welcome to the Jungle
Insights
55% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2021
$50m
LATE VC
Feb 2021
$45m
SERIES D
Total funding: $154.3m
Company benefits
- Medical, dental, and vision healthcare coverage for you and your dependents. Pets coverage is also available!
- Flexible policy for PTO and work arrangement
- Two 1-week company shutdowns to rest and recharge (summer and winter)
- 3 VTO days for ShippoCares volunteering events
- $2,500 annual learning stipend for your personal and professional growth
- Charity donation match up to $100
- Fun team events outside of work hours - happy hours, “escape room” adventures, hikes, and more!
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Laura Behrens Wu
(Founder & CEO)They studied at Harvard where they worked as a Business Analyst at Harvard College Consulting Group, prior to spending under a year in Customer Acquisition at LendUp. Co-founded Shippo in 2013, serving as CEO since 2014.
Simon Kreuz
(Co-Founder)Having studied at the University of St Gallen, they co-founded Project Xhuma in October 2012, where they worked for a year. Co-founded Shippo in October 2013.
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