Director of Customer Support Operations
Company Overview
At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.
We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.
What You'll Do:
- Leadership: Lead, mentor, and inspire a team of support specialists to provide exceptional customer service and support.
- Strategy: Develop and implement support strategies aligned with the company's goals and objectives, ensuring efficient and effective support operations.
- Process Improvement: Continuously evaluate and optimize support processes to enhance efficiency, scalability, and customer satisfaction.
- Performance Management: Establish key performance metrics and goals for the support team, monitor performance, and implement initiatives to improve performance and productivity.
- Training and Development: Develop training programs and resources to ensure support team members are equipped with the knowledge and skills needed to excel in their roles.
- Collaboration: Collaborate closely with cross-functional teams, including product development, sales, and marketing, to address customer issues and enhance the overall customer experience.
- Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and drive initiatives to enhance the customer support experience.
- Technology Utilization: Identify and implement support tools and technologies to streamline processes, improve efficiency, and enhance the customer support experience.
What You'll Bring:
- Bachelor's degree in business administration, management, or a related field.
- 10 years of experience in customer support or operations roles, with 3 years in a leadership or managerial position.
- Experience creating and managing an SLA-driven support model with multiple tiers of service.
- Proven track record of leading and developing high-performing support teams.
- Strong analytical skills with the ability to gather and analyze data to drive decision-making and process improvement initiatives.
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and stakeholders at all levels.
- Experience working in a SaaS or technology company preferred.
- Demonstrated ability to thrive in a fast-paced, dynamic environment and effectively manage multiple priorities.
Nice to Haves:
- 5-10 years of experience in a ticketing platform such as Freshdesk or Service Desk.
- Experience supporting high profile, global brands with product implementation and go-to-market strategies.
- Experience supporting Amazon search (AMS) and display (DSP) related related products.
- Direct or adjacent Retail Ecommerce Management support experience, specializing in helping brands sell through indirect retail channels.
- Project management experience and ability to anticipate and mitigate risks.
