CommerceHub

Today, CommerceHub is the #1 ecommerce network used by the world’s leading retailers and brands to extend their retail and ecommerce businesses.
Consumer expectations have shifted. In the now economy, they expect that our customers have what they want, in stock, ready for delivery, and with an experience that delights them at every step of the buying journey.
We believe we have a unique opportunity to help retailers, brands and suppliers connect to customers and meet the challenges of the now economy. Think that sounds interesting? It is!
Our remote-first team is growing, and we’re looking to add great people like you, who are ready to use their expertise to transform the world of ecommerce.

Job Summary
You will assist in leading the Technical Support team in providing outstanding service to our clients. We’re looking for a self-driven individual with previous remote supervisor experience who is open to learning, coaching and mentoring others. Responsible for delivering high standards of service to internal and external customers by making the most effective and efficient use of the staff and technology resources to resolve support cases received via phone, email and chat. The supervisor will measure, monitor, analyze and plan improvements to the team’s performance. CommerceHub strives to impress every client with exceptional, immediate and personalized support performed with sincerity and enthusiasm.

Specific Duties

Managing the team to ensure optimum productivity, while meeting the changing demands of our customers and our business
Identifying and implementing process changes, tool needs or training approaches that increase team productivity, efficiency and effectiveness
Monitoring team member activities, as needed, to ensure maximum efficiency within the department
Supporting team and individual development: coaching (providing regular, specific and relevant feedback), training, mentoring, conducting performance reviews, and formulating career development plans
Leading and motivating a team in a 100% remote work environment
Planning and developing detailed work instructions, procedures, and standards; ensuring team members are equipped to perform work according to those standards
Making operational decisions under pressure
Analyzing data and statistics; isolating and identifying areas of improvement
Measuring and monitoring metrics around established goals, KPIs, and overall customer satisfaction
Handling and resolving customer complaints and issues, including escalations
Coordinating team training
Disseminating information to the team to support upcoming enhancements and during production incidents
Assist the team with resolving support tickets when needed
Participate in after-hours/on-call coverage

Job Requirements

3+ years supervisory experience with a customer service, technical support, or business operations team dealing with external customers
Detail-oriented with strong analytical and problem solving skills; strong ability to think strategically and analyze information timely and accurately
Strong interpersonal communication skills to deal effectively with customers, associates and all levels of management within the organization
Adaptable and flexible with the ability to work in a fast-paced and ever-changing environment
Ability to organize work, prioritize tasks, and manage multiple & changing priorities
Ability to write in a clear, concise, organized manner with appropriate level of detail
Experience with Windows and/or Macintosh computing environment, Microsoft Office, call center management, ticketing, Customer Relationship Management (Salesforce or Zendesk preferred) and telephony systems (Amazon Connect preferred)

What it’s like to work at CommerceHub
We have big plans for growth and transformation and we’re doing it with a remote-first team across the world.
Remote first gives us more flexibility to help each other do our best work. It means that work-life balance is more than a cliché. We’ve built balance into our culture and it’s at the core of everything we do—how we collaborate and make change happen.
Connected by our drive to transform ecommerce, our culture is driven by our employees. We trust each other, work hard and respect both personal and professional boundaries, knowing that we’re at our best when we’re intentional about how and where we work. We believe autonomy leads to great work and an even bigger impact.

Benefits

Medical, dental and vision benefits: Affordable health care plans with premiums that will not exceed 5% of your salary and company HSA contributions, starting on Day 1
A 6% 401(k) match
Competitive time off package with 20 days of Paid Time Off, 9 paid company holidays, 2 paid floating holidays, 7 paid sick days, and a paid volunteer day
4 weeks paid Parental (Bonding) Leave
Remote work stipend for internet, cell phone, office furniture and supplies
Culture and team-building activities
Employee Assistance Program
Tuition assistance
Career development opportunities
Charitable contribution match per team member

CommerceHub is an Equal Opportunity Employment and Affirmative Action Employer. We celebrate diversity and are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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