Manager, Technical Support
Company. What we are building:
Skupos is the data platform for the convenience retail industry. Retailers, distributors, and brands connect to the Skupos network to create value from disparate data. Convenience retail is a long-standing industry with limited technology adoption, but is responsible for more revenue annually than all of e-commerce in the United States. Skupos leverages our massive datasets to build tools that help the industry succeed.
Skupos software integrates at a retailer’s point of sale, generates analytical insights, and enables promotion execution and performance tracking. For distributors and CPG brands, we provide real-time visibility into consumer purchasing decisions and enable automated promotional discounts at the point of sale. We view our company as revolutionizing a brick-and-mortar industry by bringing cutting-edge technology to physical stores, and helping harness data to create a frictionless connection between millions of people and the products they need.
Role. An overview of the opportunity:
As Manager, Technical Support you will be fully responsible for running and managing the technical support, customer support and customer integrations departments currently located in Denver, and through our outsourced partners in Tijuana, and Manila. You will deliver high customer satisfaction through quick and efficient issue resolution to inbound and outbound support requests meeting SLA requirements, and ensure that all issues are documented, responded to and resolved ASAP. You will define support processes and procedures, and in depth reporting and analysis of the reported issues, along with root cause analysis leading to and executing against recommended remedial actions. You will oversee the correct elevation of issues from 1st line, to 2nd line support members, and any unresolved issues to the development team as well as ensure that all bugs are correctly documented and communicated to the support team, and to our customers. You will report to the Director of CX and will be a trusted partner in defining operational objectives, work plans, and delegation assignments to subordinates that affect immediate departmental operations and may also have company-wide effect.
Team. The team and our people:
The Customer Experience team is responsible for helping drive high customer satisfaction, efficiency, and effectiveness in a cost effective and scalable way. We help connect our customers to our company by providing high quality, quick response customer and technical support to improve customer satisfaction across the customer journey. We are responsible for managing and developing the Customer Experience team to meet evolving customers, and cross-functional needs to support a customer-first approach, including seamless communication with other departments, process improvement, accurate reporting and data quality, and strong partnerships with internal teams.
Responsibilities. Your responsibilities will include:
- Overall management, direction, coordination, and accountability of the 1st and 2nd line support and customer integrations teams
- Partnering with teams and leadership in near-shore, and off-shore locations
- Produce summary management reports on support tickets, and resulting root cause analysis and remedial action
- Manage prioritization, escalation and resolution of support issues
- Ensure ticketing and documentation process for all support requests is adhered to
- Communicate and enforce operating policies and/or issues cross-functionally at departmental meetings
- Collaborate proactively with other teams such as Product, Engineering, Customer Success, CX Operations and GTM
- Define use cases and requirements to develop supporting systems and tools drive continuous improvement
- Provide guidance, coaching, performance evaluations, and conflict resolution to direct reports
- Monitor and handle departmental budget
- Work cross-functionally to align, collaborate, create, and execute shared goals
- Communicate results and key performance indicators
Skills. We are looking for:
- Infectious leadership and high energy
- Embodiment of a collaborative and non-reactionary nature
- Strong work ethic and a bias towards action
- Excellent track record of project/program management involving operational process
- In-depth experience working with Salesforce (SFDC), Atlassian, and Google Suite products
- Understanding of the TCP/IP model, networking protocols and security, and LAN/WAN knowledge
- Strong technical judgment and extensive technical leadership skills
- Ability to analyze data and produce reporting to identify on issues and recommended solutions
- Proven ability to work with ambiguity and within a newly matrixed organization
Experience. Candidates should have:
- 6+years of leadership experience building and managing high-performing, scalable teams
- 8+ years of technical support, contact center, or related experience
- Bachelor’s degree in Computer Science, Business Administration and/or related field
- Understanding of software development cycles, as well as in-depth knowledge of project management principles and practices
Salary is based on experience and location.
Salary range in Denver, CO: $105,000-$115,000
Benefits. What we offer:
- Competitive salary
- Medical, dental, and vision insurance
- 401(k) retirement savings plan
- Discretionary time off (DTO)
- Wellness stipend
- And more!
A Note on Covid...
We are fortunate to continue to grow during this unfortunate time. Our top priority is to ensure the health and safety of both our current and future Skupeeps.
As of July, our physical office spaces have reopened on a voluntary basis. Our Skuad members are allowed onsite if they are fully vaccinated (2 weeks past final vaccine dose). That being said, we will continue to manage our interview process virtually, don't be surprised if children or pets make an appearance.
We deeply care about you as our candidate, so let the People Team know if there’s anything we can do to make your interview process go more smoothly - we are in your corner!