At Volusion, we make products that people love. Our teams are dedicated to providing SaaS commerce solutions and services for all business types, ranging from startups to large enterprises.  If you are the kind of entrepreneur that loves working in teams, has a passion for driving positive change, and wants to change the world with your ideas, we want to hear from you.

The rundown: 

As an Ecommerce Support Team Lead you will lead a team providing technical support for our merchants. You will provide coaching and set expectations for success on your team. Every call, chat or ticket is an opportunity to educate our customers on our industry leading Volusion software.

You will:

• Serve as an escalation point and work across the organization to resolve customer issues.
• Develop and deliver training to support team for new products and services
• Set expectations and accountability standards for your team 
• Consistently identify areas to improve customer experience and work with the director to drive such initiatives to completion.
• Troubleshoot and escalate customer issues appropriately.
• Retain ownership of escalated issues, while communicating current status of issues to the customer as well the Support team.
• Participate in cross-functional team projects.

We are looking for someone with:

• Previous call center or technical service experience
• Aptitude and attitude to be a leader 
• Excellent interpersonal, written and verbal communication skills
• Ability to effectively solve customer problems
• Strong understanding of the Volusion platform and our customers

Shift/Hours:

• During training (5 weeks) you will work Monday- Friday 10PM - 7 PM or M/T/W/TH/Sun 10PM - 7 PM
• After training is complete you will be assigned to scheduled overnight shift (Monday- Friday 10PM - 7 PM or M/T/W/TH/Sun 10PM - 7 PM). Also, will be expected to be available during some day time hours for important meetings. 

Who is also the embodiment of our culture code (we hope you are nodding your head in agreement as you browse through it!):

• Humble: Have humility and be respectful; no egos allowed.
• Effective: Get stuff done!
• Adaptable: Willing to fill any role, anytime.  Going above/beyond the call of duty.
• Transparent: Open and honest to self and others.  
• A founder: Think big, go fast, and solve for the customer.  

Benefits & Perks:

• Competitive compensation packages
• Medical, Dental, Vision, and Voluntary Life Insurance
• 5 weeks of PTO
• 401(k) with Company Matching
• Paid Parental Leave
• On-site Fitness and Yoga Classes
• Casual Dress and Beer Fridays
• Endless Supply of Coffee and Snacks
• Two Volunteer Days Off
• Bring Your Dog to Work Days
• Chair Massages
• Team Sports and Team Outings