Team Manager, Technical Support at BigCommerce

| Austin
!Sorry, this job was removed at 11:27 a.m. (CST) on Thursday, March 26, 2020

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, named a 2020 "Best Place to Work" in Austin, is seeking a Team Manager, Technical Support for our 24X7 Customer Success Services Team. As the Team Manager, Technical Support you will be responsible for managing a team of dedicated Customer Success Services support staff in a culture where exceptional service to our customers is the paramount focus. 

What you’ll do:

  • Manage the day-to-day operations of a technical support team with an emphasis on client satisfaction, first contact resolution, and retention 
  • Assist with the management of day-to-day operations of the Customer Success Services department
  • Foster an environment of team-driven success through individual contribution and accountability
  • Provide mentoring and coaching to each individual on the team, including Technical Leads, via regularly scheduled one-on-one meetings, call monitoring, ticketing and phone system statistics to enable employee and team
  • Advocate on behalf of our merchants to ensure their wants and needs for our products and services are continuously communicated 

Who you are: 

  • Experience leading technical support / Customer Service teams in a 24x7 environment
  • Bachelor's degree (BA/BS) from a four-year college or university preferred
  • 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 (I3, Five9s, ACD, Salesforce, Confluence, Jira, Workforce management tools); experience using these tools to manage phone, ticket, and chat queues, and develop operational reports and analysis
  • Basic understanding of the following technologies is strongly preferred: HTML, CSS, PHP, JavaScript, data structures and miscellaneous web applications 
  • Superior knowledge of the BigCommerce platform and ecosystem, and an ability to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues 
  • Exceptional written and verbal communication; strong collaboration, negotiation and ability to drive consensus with key business partners
  • Ability to motivate and manage the performance of team and individuals; strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth

Diversity & 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 and inclusion are a central part of achieving that.

Our dedication to diversity and inclusion 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).
Open Door Policy
Open Office Floor Plan
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
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
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses, The ability to attend job related conferences and seminars.
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.

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