Company Overview

ShipperHQ is a bootstrapped startup located in Austin, TX making a big impact in the eCommerce shipping space. We are a premier shipping experience manager for eCommerce sites, selling to clients large and small around the world. We have a fantastic reputation and are recognized for our high-quality service. Our SaaS product, ShipperHQ, launched in 2015 and is growing quickly.

We have 33 staff spread across the UK, Australia, and the US. 20 members are based in Austin, TX. We are expanding our US office and are now looking for local staff to support ShipperHQ's growth. We are seeking an outgoing individual with a positive attitude that is willing to grow with the company.

Our ideal candidate is a talented Customer Support Professional, who isn’t afraid to roll up their sleeves and lead our award-winning Support Team, including coaching technical support team members, spotting support trends and working closely with other departments to proactively reduce customer churn. 

Job Overview

The Head of Customer Support responsibilities include: 

• Manage and forecast Support Team capacity including setting team schedules, identifying common customer support issues, and working with engineering to address technical issues 

• Handle escalated cases

• Identify problem areas driving process improvement or training where needed

• Create weekly reports for support teams

• Ensure support team progresses cases and customer comms, following defined processes

• Feed up customer experience feedback and product friction points to engineering team for product improvements

• Ensure documented processes are followed and updated by all Customer Support team members (drafting Help Center articles, new articles created where needed, etc)

• Own internal support communication groups including email lists, slack rooms, and any other specific communication channels

About you:

• You are naturally curious and a fast learner. You’re willing to dive in and understand the intricacies of how our shipping software works and share that knowledge with others

• Comfortable working with and managing a team with strong interest in coaching team members and providing constructive feedback 

• Great verbal and written communicator  

• Able to work to high standards of quality consistently while ensuring tasks & customer requests are handled in a timely manner

• Strong desire to challenge themselves and step outside of their comfort zone

• Always eager to challenge themselves and move beyond their comfort zone daily

Some perks:

• This is a highly visible, management-level position where you will be working closely with our COO and CEO

• Your hard work and creative energy can and will be transferred directly into results for our partners and customers

• Work with a flexible and motivated team with the ability to tie results in the organization directly to your actions

Logistics:

• Must have at least 5 years of experience working in Customer Support. Preferably at a SaaS startup

• This is a full-time position working out of our Austin, TX office (Located on Southwest Parkway) 

• Compensation is based on experience