Manager, Technical Support at Skupos

| Greater Denver Area
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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!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • snowflakeDatabases
    • Google AnalyticsAnalytics
    • HubSpotAnalytics
    • IllustratorDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • SmartsheetManagement
    • SalesforceCRM
    • MarketoLead Gen

Location

Skupos is in the heart of Downtown Downtown only a few blocks away from Union Station with a beautiful view of the Rocky Mountains!

An Insider's view of Skupos

What’s the vibe like in the office?

Life at Skupos provides employees with a balance of being relaxed and autonomous, but we all work really hard & go above and beyond to get our jobs done. If you need a breather, it's cool to take a break and play some ping pong. There is also a solid sense of camaraderie & collaboration throughout the office that extends across the different teams.

Michael

Integration Specialist

How do you collaborate with other teams in the company?

As the Salesforce Admin, I am constantly working with all departments across the company. Collaborating w/ this many people requires that I am easily accessible to both SF & Denver offices. To ensure this happens, I set up weekly meetings w/ each team to discuss their needs, as well as a meeting for everyone to attend so we're all on the same page.

Hannah

Salesforce Admin

How has your career grown since starting at the company?

The focus on "Learn Fast" at Skupos has given me so many opportunities to advance and understand the industry in an incredibly short period of time. I started with Skupos as a Customer Service Representative and I've moved all the way up to Team Lead for Customer Success. A true Cinderella story!

Matt

Team Lead, Customer Success

What projects are you most excited about?

I am excited to lead a workshop focusing on growing the skills of our management team. Skupos is actively investing in the learning and development of our employees and I couldn’t be happier to be a part of this initiative. This project has helped me stretch beyond my comfort zone with endless support from my leaders and team.

Alyssa

Learning & Development Manager

What are Skupos Perks + Benefits

Skupos Benefits Overview

Unlimited Paid Time Off, 401K, Paid Holidays, Parental Leave, Wellness Stipend, Mental Health Support, Commuter Benefits, Life & Disability Coverage

Culture
Volunteer in local community
Partners with Nonprofits
Donates technology to local school districts
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We have set aspirational diversity goals for how we want Skupos to be represented by 2022: 50% gender ratio, 33% of all pipeline from Underrepresented Groups, 25% diversity on our Board of Directors.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Face-to-face counseling and/or two-way video chat with a Therapist
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
We established a fundraising campaign to support Black Lives Matter and the NAACP Legal, Defense and Education Fund and raised over $3K in 2020.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Skupos also provides 12 weeks of leave for the secondary caretaker.
Flexible Work Schedule
During Covid, we have provided extra flexible work schedules that includes Flexible start and end times - we know it's not easy during this time!
Remote Work Program
Our remote work program includes a monthly wellness stipend ($100) to help offset the costs of working from home during during Covid.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Skupos has unlimited PTO.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
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