Join our Customer Care leadership team and be a part of the excellent support system that we provide for our customers. We take pride in delivering unparalleled service to both external and internal customers while exemplifying teamwork on a daily basis. You will be leading the technical Account Specialist (Tier III) team members for the MacromatiX product and will be a resource for our upcoming next generation back office product. You will act as an escalation point for our customers and our other services teams. This position requires handling a full range of tasks, projects, and responsibilities, so multi-tasking is a necessity. Further responsibilities include communicating organizational information to all team members and assessing/enhancing department procedures to encourage service innovation. With our mission to provide an unparalleled customer experience, we offer support during business hours and emergency after-hours service. You will also be liaising with our Sydney and Shanghai teams.  This position includes interfacing with large enterprise customers which can, at times, include high-pressure situations.  Apply now to be considered for employment opportunities! 

Specific duties include:

• Ensure that all tickets and issues are maintained to the agreed upon response and resolution SLAs while also meeting/exceeding quality assurance standards
• Manage partnerships with customer administrators and help desks, including the facilitation of weekly calls to review open tickets and trends
• Manage any vendor partnerships directly related to our process
• Create and deliver root cause analysis (RCA) documents to enterprise customers for all severity-1 issues
• Deliver weekly customer ticket statistics to the leadership team (number of tickets, average response times/ticket thresholds), survey scores, and all other KPI’s
• Increase communication lines between all departments and the Customer Care staff
• Continue to innovate and evaluate internal processes to enhance the support experience for our customers and team members
• Implement and train all new procedures to Customer Care staff members while evaluating the effectiveness/value of the new procedures
• Conduct bi-weekly sessions with each team member to ensure quality and continued improvement
• Manage/assign and implement any projects assigned to you and your team within the given deadlines
• Manage the launch and ongoing support of our next generation back office product (specifically inventory, cash, supply chain management) which includes helping to shape the roadmap and building support tools in order to deliver exceptional service
• Be the primary escalation point during after-hours/weekends if urgent issues arise including properly handing off active severity-1 or severity-2 issues to other regional offices
• Educate and demonstrate the HotSchedules core values in all facets of your job

Qualifications:

• 3-5 years of software application customer service management experience preferred
• Extensive experience supporting and/or using an Enterprise Back Office solution which includes inventory, cash, supply chain, & labor management along with business intelligence reporting
• Certification in IT Management, IT Help Desk or Business Management is preferred
• Experience with a CRM/Ticket Management solution such as Zendesk and Jira is preferred
• Knowledge in SQL Server Database Technology
• Restaurant experience is preferred
• Solid knowledge in business software applications such as Microsoft/Google and advanced software troubleshooting
• Excellent communication and presentation skills through all avenues
• Strong leadership and accountability skills including the ability to manage different personalities both internally and externally
• Must have an incredible team attitude and be well spoken, outgoing, dependable, and flexible
• Ability to work independently and efficiently to meet deadlines
• Must have strong data analysis and reporting skills
• Must be self-motivated, detail oriented and organized