Technical Support Manager - Sydney, Australia - Shippit

Shippit
Shippit
Verified Company
Sydney, Australia

1 month ago

Olivia Brown

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Olivia Brown

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Description

A little about us:


  • Shippit is Australia's best connected shipping software.
Logistics infrastructure is a sophisticated beast, and we're not only improving the experience for everyone involved, we're impacting the planet in a positive manner:
deliveries made through our platform are already 100% Carbon Neutral.

Proudly Australian founded, we're truly global in our approach and have the benefit of being a free moving startup with the security of impacting a growing industry that needs some love and attention.

Our recent Series B2 cap raise of $65m has added to our ability grow and solve some chunky problems.

Watch this - What we do


Your (awesome) team and role

  • Are you passionate about technology, eCommerce or Logistics and enjoy helping people? Shippit has a great opportunity to delight a wide variety of customers (Merchants, Recipients & Carriers), exceed expectations, and build loyalty and trust that impacts retention and business growth.
We're looking for a great People Leader to join our Customer Support team.

You will be managing a team of Customer Support Team Leads while managing all aspects of delivering an exceptional customer experience.


Day to day

  • Role model Shippit values, build and maintain morale, culture and energy.
  • Regularly recognise outstanding individual and team results.
  • You will be hiring, developing, retaining, motivating and supporting up to 4 Technical Support Team Leads, who in turn support our teams, and customers globally.
  • Position and support your team to succeed by a sustained focus on the fundamentals (speed, quality, tone, backlog management, throughput and resolution), remove roadblocks, and encourage crossfunctional collaboration.
  • Grow team capabilities through technical & soft skill training.
  • Use data to identify opportunities and drive improvements in SLA attainment, response times, customer satisfaction and quality assurance through performance measurement & management techniques.
  • Develop and improve our processes & policies, and work collaboratively with other Managers to improve customer support operations.
  • Assume the role of Incident Manager when necessary, which includes coordinating with crossfunctional teams to identify and resolve incidents in a timely manner, ensuring effective communication with customers regarding incident status updates, and providing postincident reports and recommendations for process improvements.
  • Take ownership of customer escalations, and work in partnership with crossfunctional teams to produce positive customer outcomes.
  • There are three main customers you will interact with; merchant, recipient & carrier, you act as the voice of the customer by utilising their feedback to identify pain points and work crossfunctionally to drive improvements to our products and services.
  • You will help us solve a need for leadership and in turn, we will help you take your skills to the next level through support and mentorship.

Our ideal Shippster - You

  • We pride ourselves on having a team of good humans with great knowledge, and a hunger to learn.

For this role you will need to have:

  • 3+ years experience working as a manager in a customer support/technical support service capacity
  • SaaS, eCommerce or Logistics company highly desired but we're open to speaking to people from all CS backgrounds
  • Strong experience in a role where you directly led and managed a team of team leaders and built a strong team culture
  • Strong communication and interpersonal skills and the ability to motivate and inspire are a must
  • Strong previous experience managing a team to metrics, hosting regular 1:1s, delivering fearless feedback, performance reviews, performance improvement plans and running team meetings.
  • Strong problemsolving skills, the ability to recognize patterns in data and provide recommendations based on those patterns
  • Strong customercentric approach, high standards, sense of optimism, flexibility, resilience, grit, and creativity

Life at Shippit, the good stuff

  • We have so much to offer at Shippit, it's almost too hard to list it all in a job ad, so here is what we believe you'll love:



  • CBD office location

  • state-of-the-art office with all the facilities/ tools you need to get the job done
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Hybrid/ Flexible working - choose whether you want to come into the office or work from home
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Our business is yours - be rewarded with a generous Employee Share Option Plan

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Get fit:

- we contribute to your gym membership

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Enrich your life:

- travel and explore the world through the flexibility to temporarily work anywhere, yes anywhere in the world for up to 2 weeks of the year

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Let's grow together:

- ongoing professional and personal development opportunities provided

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We love to eat:

- let us treat you to a delicious lunch once a week, we're talking trimmings and all. Oh and our pantry and fridges are fully stocked for your convenience
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