Technical Support Lead, Narvar
EMEA
Customer experience platform that helps retailers inspire long-term customer loyalty
Job no longer available
Customer experience platform that helps retailers inspire long-term customer loyalty
201-500 employees
Job no longer available
201-500 employees
Company mission
To empower retailers to engage consumers, optimize operations, and drive business growth through data-driven, personalized post-purchase experiences.
Role
Who you are
- 7-10 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space
- Deep understanding of API’s and Knowledge of database tables & SQL
- Proficiency in HTML, CSS, JavaScript and Microsoft excel and intermediate Python
- Ability to work independently with minimal supervision as a member of a team spanning across multiple cultures and time zones
- Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences
- Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues
- Strong customer service orientation, with a commitment to delivering exceptional support experience
- Flexibility and agility with changing priorities and responsibilities in a fast paced environment
- Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
What the job involves
- As a Technical Support Lead, you will be the department subject matter expert and provide advanced technical assistance and support to customers and other support engineers
- You will work closely with not only the support team but other cross functional teams ( Sales, Implementation, Engineering, Logistics, etc )in helping drive function level initiatives for the overall success of Narvar
- You will also serve as the primary escalation point in resolving complaints and complex issues from high value customers
- You’ll help to identify areas of improvement contributing to the improvement and development of support processes
- Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction
- Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures
- Ensure high ticket productivity while maintaining a minimal backlog
- Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs)
- Serve as the main escalation point for critical issues and actively participate in customer calls as required
- Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed
- Work with cross functional teams like Sales, Implementation, logistics, Engineering in driving resolution to critical customer issues and drive process improvement initiatives
- Other KRA’s
- Mentor and provide guidance to junior support engineers, fostering a collaborative and learning-focused environment
- Work closely with cross-functional teams, including engineering, product management, and sales, to address customer needs and feedback
- Data driven approach in Identify opportunities for improving support processes and tools, and contribute to the development and implementation of enhancements
- Participate in or lead projects aimed at improving support services, product features, and customer satisfaction
- Create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices
- Maintain deep expertise in the company’s products, services, and technologies, staying updated with the latest developments and industry trends
Salary benchmarks
Our take
The process that retailers go through to deliver products to customers is becoming increasingly complicated due to convoluted shipping networks and a global customer base. This means customer experience suffers as retailers must offer an overwhelming range of delivery options. Narvar aims to improve this situation with an integrated delivery and returns platform for retailers, providing analytics on client data to the retailer and optimizes shipping channels for customers.
Narvar is a market leader in this sector, active in almost every country and territory worldwide and having made more than 2B shipments since its founding in 2012. Its post-purchase customer experience platform is used by over 1,500 companies including household name retailers such as Sephora, GAP and Levis, among many others.
Narvar has secured many strategic partnerships such as linking up with Rise.ai, a leading gift card and store credit platform. This allows stores to simplify returns by enabling merchants to issue Rise's store credit as part of the returns process. While Narvar is currently focused on retailers providing shipping solutions for their customers, the company plans to expand to offer a B2B product in the near future.
Steph
Company Specialist at Welcome to the Jungle
Insights
-17% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Aug 2018
$30m
SERIES C
Jun 2016
$22m
SERIES B
Total funding: $64m
Company benefits
- Grow and thrive: Feel empowered to take responsibility and ownership. Gain valuable mentorship, grow professional, and expand your skill set.
- Recharge and be well: Our benefits are designed with you in mind, offering comprehensive health, vision, and dental plans, generous parental leave, and flexible time off to support your well-being.
- Hybrid work: We consider the San Francisco Bay Area home, but the Narvar family extends across the globe to cities like Atlanta, New York, Bangalore, and London.
- Stay connected: Connect with fellow Narvarians who share your passions -from fitness tips to whisky club and everything in between. Celebrate big wins and everyday moments through regional and global company gatherings.
- Health insurance
Company HQ
Downtown, San Mateo, CA
Leadership
Amit Sharma
(Founder)Amit is a hands-on executive with expertise in multi-channel retail and supply chain operations. They have over 18 years of industry experience and their thought leadership in shipping and delivery is still reverberating through the halls of Apple and Walmart.
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