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Manager of User Support

ShipStation is an Austin-based software company that is experiencing tremendous growth.  We help thousands of customers streamline their order fulfillment processes and become as efficient as possible in shipping their orders.

As the Manager for User Support you will be responsible for improving user satisfaction with the ShipStation platform and support interactions.  You will guide and coach our growing Support Team in owning user support issues and drive an exceptional user experience.  

 

Responsibilities include:

  • Resolving user issues in a timely and efficient manner
  • Driving an amazing customer experience that is timely, professional, thorough, and even fun!
  • Monitoring, identifying, and triaging trending issues
  • Collaborating with other departments on user issues with strong empathy for the user
  • Guiding the coaching of User Support Specialists
  • Reviewing performance of User Support Specialists

 

You must have:

  • 4 year degree or equivalent work experience
  • >2 years in a client facing role
  • Superb communication skills: You understand that effective communication is about more than what you say, it’s about taking the time to listen and understand. You can make complicated concepts sound easy or describe in detail the simplest of interactions.
  • A deep understanding of software and the web: You won’t need to know how to code, but terms like PHP, SQL, and JavaScript shouldn’t be foreign to you.
  • Ability to think critically and identify a problem’s fundamental elements.
  • An empathetic desire to help, teach, and grow our users. Our purpose as a company is to help online businesses to thrive.
  • Strong interpersonal skills – ability to work with people with a variety of skill sets
  • Insane ability to “Get Ship Done!” – Can you make good choices that serve both the customer and company? We need folks who are passionate about delighting and retaining customers.

 

If you are passionate about using technology to solve business problems, enjoy helping customers, and have excellent communication skills, then we want you to join us.

Equal Opportunity Employer/Veterans/Disabled

 

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