Teams at ShipMonk

Lead a customer support team while owning service metrics such as resolved cases, CSAT, first response time, and cost per unit. Coach and develop individual contributors, manage escalations, improve support processes, and collaborate with onboarding, merchant success, and operations teams. Use dashboards, reporting, feedback loops, documentation, and performance planning to improve client experience and operational efficiency.

Lead a customer support team responsible for service metrics including CSAT, case resolution, first response time, and cost per unit. Coach and develop individual contributors, manage escalations, conduct performance reviews, and improve support processes. Partner with onboarding, merchant success, and operations teams to improve the client journey. Build scalable playbooks, documentation, training programs, and feedback loops that increase service quality and operational efficiency.

Lead complex enterprise merchant onboarding projects from contract through go-live. Coordinate Tech, Launch, Product, Ops, Merchant Success, and CX teams; manage requirements, timelines, milestones, risks, meetings, and action items. Guide merchants through implementation expectations, orchestrate go-live handoff, stabilize post-launch support, and improve onboarding processes and playbooks.