|Title:||Retailer Support Manager|
|Job Location:||Seattle, Washington - United States|
|Salary:||contact recruiter for details|
|Employer Will Recruit From:||Nationwide|
Work for one of the hotest startups today! Would you like to put your stamp on a new department? Take your top notch technical support skills and build a team to support the needs of the organization as they grow.
Retailer Support Manager will help manage our growing list of Retail clients’ support needs. You will have experience managing support operations for enterprise clients, and relish the opportunity to work for one of the hottest retail technology startups today. This role requires a motivated self-starter with good experience being on the ground level and helping to define support processes. It will also evolve to managing a team in the longer term.
-Field inbound support requests from our Retail partners for (mobile) platform issues and general support related topics – via phone, email and Zendesk portal
-Ensure each Retail customer is set up in Zendesk and with the appropriate support structure in place for business and off-hours.
-Assist Retail customers in troubleshooting networking or infrastructure-related issues that are relevant to the function of their system
-Ability to dig into internal dashboards and error reporting systems for diagnosis
-Act as a facilitator and assist with the communication between the customer and internal teams when escalating issues
-Respond to customer requests within expected Service Level Agreements and manage customer expectations
-Create articles for our internal and external knowledge base when related information is not present using organization methodology practices
-Communicate customer needs and requirements with Product Engineering team to reduce the occurrences of generated issues
-Contribute to the processes and policies that scale our support organization as we grow
-Contribute to our customer facing documentation, when necessary
-Other related duties as assigned.
-Minimum of 4 years’ experience in a support role as the go-to technical resource who has built trust with enterprise customers
-Enterprise experience, including working on war-rooms with IT teams
-Experience working with data, XLS and data visualization tools
-Excellent interpersonal and communication skills
-Proven ability to manage multiple retailers and/or programs at a time while paying strict attention to detail
-Experience with Zendesk or equivalent ticket/issue system
-Independent, a self-starter with the ability to work successfully in a high-energy startup.
-Extensive experience with North American retailers
-Technical background as systems engineer or equivalent
-Experience with Zendesk software
The work is performed in a remote office environment.
University - Bachelor's Degree/3-4 Year Degree