Technical Support Manager, Narvar

$173-190k

SQL

CSS

HTML

Python

Java

Zendesk

JSON

Mid and Senior level

Austin

New York

San Francisco Bay Area

Office located in San Mateo, CA

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

B2BCustomer serviceData AnalysisDelivery

Job no longer available

$173-190k

SQL

CSS

HTML

Python

Java

Zendesk

JSON

Mid and Senior level

Austin

New York

San Francisco Bay Area

Office located in San Mateo, CA

201-500 employees

B2BCustomer serviceData AnalysisDelivery

Company mission

To empower retailers to engage consumers, optimize operations, and drive business growth through data-driven, personalized post-purchase experiences.

Job

Company

Role

Who you are

Bachelor’s degree in Information Systems, Computer Science, or a related field plus 3 years of technical support experience, in the retail business or SaaS space
Prior experience must include: 3 years of experience working in a start-up environment
3 years of experience with relational database concepts, SQL query statements, Java/Python development knowledge, JSON, CSS, and HTML
3 years of experience with HTTP methods - GET vs POST, working with third party/external APIs
3 years of experience troubleshooting and training post-purchase SaaS products
1 year of creating and publication of Knowledge Base articles and trainings
1 year of experience with VCS (version control systems) like Github
1 year of experience in Zendesk with creating Automation, Triggers, Reports and Dashboards
1 year of experience in Zendesk Insights and Explore
And 1 year of experience in creation of process documentation for a cross-functional audience to streamline team processes
Must successfully complete competency based interview

What the job involves

Responsible for the day-to-day operations of the Customer Support team to deliver world class service to our clients
Find ways through process, people, and systems to continuously improve and innovate as the team supports the company’s growth
Work closely with customers, team members, and cross functional teams
Recruit, mentor, train and develop support engineers
Develop KPIs to deliver on actionable insights for cross-functional teams across the company as well as to measure and improve team performance
Manage efficient day-to-day support operations to achieve team KPIs including customer satisfaction, productivity, and quality
Further develop and manage the escalation & incident management and product health monitoring workflows; and develop strategy and execution plan for a robust self-serve and knowledge management solution
Telecommuting permitted

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

Top investors

-17% employee growth in 12 months

Glassdoor (3.4)

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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