Team Leader, Support (US)
How you’ll make an impact:
Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven Team Lead - Support to join our team.
As a Team Lead at Cin7, you’ll provide day to day leadership to the customer service team and act as the vital link between our customers and Cin7, ensuring brand loyalty to the Company and generating further brand awareness. You’ll also lead by example displaying the Cin7 values and being a champion to change, while ensuring a consistently high standard of customer service and fostering an environment of customer success.
Does this sound interesting?
If so, we need a motivated leader like you who can:
- Put in place processes and procedures in order for the Support team to develop trusted customer relationships through professional, reliable and authentic interactions. Including 90-day plans.
- Report on the support team’s activities, with specific KPI’s delivered weekly and monthly used to assist in implementing efficiency changes.
- Assist the team to develop a thorough understanding of each clients’ individual needs to head off potential issues before they become problems.
- Demonstrate expertise in the Cin7 solution in order to communicate a long-term strategic plan to the support team.
- Work collaboratively and constructively to solve problems and implement changes within CIN7 teams.
- Ensure all cases, calls, & chats are logged to allow for comprehensive data for report analysis and development of best practice resolutions for the company’s self-service knowledge base.
- Have processes in place to handle a high volume of low to medium complex customer service requests and incidents (e.g. functional queries related to the CIN7s products and system problem reports etc.).
- Leads the customer support team on a day to day business, coaching individuals to achieve their full potential and supporting a culture of continual improvement. Including weekly one on ones.
- Meet the KPIs set by the Leadership team.
Here’s what you’ll bring with you:
- Bachelor of Business/Commerce, any other relevant qualification OR experience in Retail, Warehouse or Inventory & Supply Chain Management
- Superb verbal and written communication skills
- Knowledge of SQL, HTML & CSS
- The ability to learn complex software and to explain technical information in simple terms.
- Time management skills and ability to manage pressure
- The ability to build trusted customer relationships through reliable and authentic assistance.
- Analytical thinking with superb attention to detail and a rigorous focus on delivering quality
- output.
- Problem solving skills
- Goal orientation and the ability to train and coach team members
It’s a bonus for us if you bring:
- Project management experience
- SaaS support experience
In return, we offer:
- Competitive benefits, including medical, dental, vision, and 401k.
- A flexible PTO policy, allowing you the time you need to recharge.
- A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
- A diverse team, where everyone helps each other and inclusion is a core value.
- Frequent company sponsored events so you can get to know your coworkers.
Why Cin7?
Cin7 is a leader in Inventory Management Software, one of the most exciting software verticals right now, and we're growing exponentially. In February 2021, we acquired two additional platforms Orderhive and Dear Systems to support a wider breadth of customers. We're looking to add great people to our team who are passionate about working in a fast-growth tech environment.
At Cin7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. Cin7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.
Compensation:
$80K-$85K