Director, Technical Support

| Austin
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BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, the fastest growing SaaS eCommerce platform in the world and a Best Place to Work in 2020, is seeking a Director, Technical Support for our 24X7 Contact Center. As the Director, Technical Support you will be responsible for managing operations for a 24x7, multi-channel support staff in a culture where exceptional service to our merchants is the paramount focus. 

What you will do:

  • Create strategy for, and manage the day-to-day operations of, a 24x7 multichannel contact center, with an emphasis on world class customer satisfaction, first contact resolution, and customer retention.
  • Foster an environment of team-driven success through individual contribution and accountability while managing contractor teams and relationships as necessary.
  • Provide mentoring and coaching to Managers on the team via regularly scheduled one-on-one meetings and ongoing spot coaching, while acting as a point of escalation for high priority cases/customers, and strategic partnerships.
  • Ensure clarity around priorities and goals for all teams within scope; create or modify policies and procedures as necessary.
  • Regularly gather and present data as it pertains to the health of the organization and speak to any improvements or changes necessary, as well as utilizing this data to drive change as needed within Product roadmap, Engineering sprints, Corporate NPS programs, etc.
  • Set direction for the Workforce Management team and ensure execution of attendance policies and optimized 24x7 scheduling.
  • Act as a key stakeholder in maintaining documentation on system and operations processes, policies, application configuration, and help materials.
  • Develop and evolve hiring, training, and employee reward and development strategies with an emphasis on employee retention and career growth while meeting or beating operational budget targets.
  • Make strategic decisions that benefit the team and the broader organization, and develop operational plans to properly execute on strategic initiatives with cross-functional teams.
  • Working with the VP, Customer Success Services and executive stakeholders as needed, develop and maintain strategic contact center technology roadmap for the operations of the contact center, with an eye towards increased efficiencies and gross margin.

Who you are: 

  • Minimum 5 years experience leading technical support / customer success teams in a 24x7 environment 
  • Thorough understanding of and belief in the intrinsic value of providing exceptional customer service and the impact that has on conversion, retention, and driving ARPU, CSAT and NPS scores.
  • Proficiency with contact center technologies (Five9, ACD, Salesforce, Confluence, Jira, Workforce management tools), with experience managing phone, ticket, and chat queues and developing operations reports and analyses.
  • Able to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues.
  • Strong collaboration, negotiation and ability to drive consensus  with key business partners: WFM, Self Service, People People, Sales, Learning & Development, PMO, engineering/product teams.
  • Strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth with an ability to motivate teams and individuals.
  • Superior knowledge of the BigCommerce platform and ecosystem with a strong understanding of various web languages (HTML, CSS, PHP, Javascript, etc), data structures and web applications strongly preferred.
  • Background with Operational Excellence best practices, with Six Sigma or similar certification, preferred

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

INDSP

Diversity, Equity & Inclusion at BigCommerce
 
We have the opportunity to build not only a great business but a great company, with soul. Our beliefs and commitment to diversity, equity and inclusion are a central part of achieving that.
 
Our dedication to DEI is grounded in two things: a moral belief in the dignity, value, and potential of every individual, and a practical belief that diverse, inclusive teams will create the best outcomes for our customers, partners, employees, and company. We welcome everyone to be a part of our journey.
 
Current BigCommerce Employees: Please use the internal job board to apply for openings
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • ErlangLanguages
    • Objective -CLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AjaxLibraries
    • AngularJSFrameworks
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • jQueryFrameworks
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • PhotoshopDesign
    • SketchDesign
    • Adobe Creative SuiteDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS

Location

Our HQ is set amongst trees and nature trails in the beautiful hills of Austin. We also have a location downtown at 211 E 7th St Suite 500, 78701.

What are BigCommerce Perks + Benefits

Culture
Volunteer in local community
We encourage our employees to give back to our local communities through volunteer work. BigCommerce provides two paid Charity/Volunteering Leave days per calendar year to all permanent employees.
Partners with Nonprofits
Each year, the BC family partners with Partnerships for Children to help kids in the Austin area who have been taken from their homes and are living in protective custody during the holidays.
Friends outside of work
Eat lunch together
Intracompany committees
We empower employees to define our culture in the areas of Wellness, Community/Volunteering and Team Building through our BigCommerce Employee Resource Groups (ERGs).
Daily stand up
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
BEmpowered for women, non-binary people, and allies; BProud for LGBTQ+ and allies; B-United for Veterans and allies; BCinColor for people of color and allies; BigFamily for caregivers and alli
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
National United HealthCare PPO & HDHP plan options with deductibles as low as $500, coverage up to 100% for in-network services and low monthly premiums
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Child Care Benefits
Subsidized placement services for child care.
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Unlimited vacation policy for salaried team members and generous accrued time off policy for non-exempt team members.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees parking in a garage on the property.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
BigCommerce offers a variety of opportunities for learning and development from training sessions and workshops, to different conferences to attend.
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Career mentorship is available.
Continuing Education stipend
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A free online store to help you live out your entrepreneurial dreams. Competitive compensation packages. Pet Insurance. Comprehensive health insurance coverage that starts on day one. Open vacation policy for salaried team members and generous accrued time off policy for hourly team members. Employee-driven team building activities like hackathons, paintball, rock climbing, social sports leagues, movie nights, river floats, etc. Peer to peer rewards and recognition program. Paid parental leave and adoption assistance for new parents. Employer-paid life insurance and disability coverage. Educational assistance for qualified pre- and post-grad courses.

We empower our employees to define culture in the areas of wellness & fitness, community & volunteerism, and team building through local culture clubs to help our employees connect. Our Employee Resource Groups (ERGs) support our diverse workforce through supportive, inclusive networks that help develop awareness and respect across the company. Additionally, we use programs to support our learning culture including our Learning Through Sharing Program, Lightning Talks, Lunch and Learns, Book Clubs, and guest speakers. We sustain our culture by understanding what drives our employees' engagement, measuring that engagement, and implementing initiatives to continue to make BigCommerce an even better place to work

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