Customer Support Manager
Salsify
Olympia, WA, WA
customer support
manager
team
commerce
brand
management
distributors
digital
growth
insurance
e commerce
mentoring
customer support
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December 25, 2022
Salsify
Olympia, WA, WA
FULL_TIME
Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. The company's Commerce Experience Management (CommerceXM) platform serves as the system of record for products, accelerates time to market for products, facilitates cross-team and cross-organization collaboration at scale, and provides the insights needed to continuously optimize product pages across channels. The result is shopper-centric, frictionless, and memorable commerce experiences. Great commerce experiences that are delivered efficiently improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.
[In May 2021, Salsify acquired Alkemics](https://www.salsify.com/salsify-acquires-alkemics), and its Supplier Experience Management platform which is used by large scale retailers in Europe to discover, list, and launch products from more than 20,000 brands.
Learn how the world's largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.
**An Inclusive Place To Work**
Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [[email protected]](mailto:[email protected]) to request accommodations.
For more information, please visit:[http://www.salsify.com](http://www.salsify.com/).
Our support team plays a key role in ensuring customers achieve success using Salsify. We are their voice as we strive to continually improve our product, our support, and our status as trusted advisors within the e-commerce industry.
By motivating and mentoring a customer-centric team, you will ensure we deliver on our promise of outstanding and responsive customer support.
This is a player-coach role owning the daily operations of US-based Support Engineers focused on Salsify's ProductXM offerings. Reporting to the Director of Support, you will be part of the leadership team driving the global organization to the next level.
We are looking for an experienced support leader with a passion for developing others, building effective teams, and finding new ways to surpass the commitments to the customers we serve.
**How you'll make an impact:**
* Day-to-day management of Support Engineers to deliver best-in-class help and issue resolution via tickets, phone, and chat
* Analyze team and individual performance and efficiency; identify knowledge gaps and coaching opportunities
* Through timely feedback, 1:1s, and goal setting ensure that the team has the training, mentoring, and tools vital to improving customers' experience, being effective problem solvers, and continuing their own professional growth
* Participate in strategic planning discussions on process improvements and initiatives to drive customer satisfaction and employee development
* Develop strong relationships with colleagues and partners; Represent Support on various projects and multi-functional committees
* Provide insights and work with our R&D teams to improve the platform and customer experience
* Engage in recruiting efforts for both your team and the broader organization
**You'll enjoy this role if you have:**
* 6+ years of experience in advanced technical support positions
* 3+ years of management experience building customer support teams in rapid growth environments; past experience with global teams preferred
* The technical capability and discernment to be a point of contact for support escalations
* A solid grasp of our team's role and impact on the customer journey
* Strong interpersonal and teamwork skills - you are able to work with individuals at all levels
* Proven data manipulation and analysis skills
* The ability to distinguish between the urgent and the meaningful, prioritize accordingly, and communicate your decisions effectively
* Experience with Salesforce Service Cloud, Jira
* Experience working with brands, retailers, and distributors across the e-commerce industry
**What We Have for You:**
* Competitive Salary
* Equity
* 401 (k)
* Unlimited Vacation
* Full Benefits: Medical, Dental, and Vision Insurance
* Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
* FSA: Medical, Commuter, and Dependent Care
* Referral Bonuses
This is a remote position with a preference for Pacific or Mountain time zones based candidates.
***Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a person's achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!***
**Salsify's mission is to empower brand manufacturers to win on the digital shelf.**
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify's growth and earned the company numerous top workplace awards.
We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Please see our [Candidate Privacy Statement](https://www.salsify.com/candidate-privacy-policy) for information on the personal data we process in connection with your application.
**++Accommodations++**
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [[email protected]](mailto:[email protected]).
[In May 2021, Salsify acquired Alkemics](https://www.salsify.com/salsify-acquires-alkemics), and its Supplier Experience Management platform which is used by large scale retailers in Europe to discover, list, and launch products from more than 20,000 brands.
Learn how the world's largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.
**An Inclusive Place To Work**
Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at [[email protected]](mailto:[email protected]) to request accommodations.
For more information, please visit:[http://www.salsify.com](http://www.salsify.com/).
Our support team plays a key role in ensuring customers achieve success using Salsify. We are their voice as we strive to continually improve our product, our support, and our status as trusted advisors within the e-commerce industry.
By motivating and mentoring a customer-centric team, you will ensure we deliver on our promise of outstanding and responsive customer support.
This is a player-coach role owning the daily operations of US-based Support Engineers focused on Salsify's ProductXM offerings. Reporting to the Director of Support, you will be part of the leadership team driving the global organization to the next level.
We are looking for an experienced support leader with a passion for developing others, building effective teams, and finding new ways to surpass the commitments to the customers we serve.
**How you'll make an impact:**
* Day-to-day management of Support Engineers to deliver best-in-class help and issue resolution via tickets, phone, and chat
* Analyze team and individual performance and efficiency; identify knowledge gaps and coaching opportunities
* Through timely feedback, 1:1s, and goal setting ensure that the team has the training, mentoring, and tools vital to improving customers' experience, being effective problem solvers, and continuing their own professional growth
* Participate in strategic planning discussions on process improvements and initiatives to drive customer satisfaction and employee development
* Develop strong relationships with colleagues and partners; Represent Support on various projects and multi-functional committees
* Provide insights and work with our R&D teams to improve the platform and customer experience
* Engage in recruiting efforts for both your team and the broader organization
**You'll enjoy this role if you have:**
* 6+ years of experience in advanced technical support positions
* 3+ years of management experience building customer support teams in rapid growth environments; past experience with global teams preferred
* The technical capability and discernment to be a point of contact for support escalations
* A solid grasp of our team's role and impact on the customer journey
* Strong interpersonal and teamwork skills - you are able to work with individuals at all levels
* Proven data manipulation and analysis skills
* The ability to distinguish between the urgent and the meaningful, prioritize accordingly, and communicate your decisions effectively
* Experience with Salesforce Service Cloud, Jira
* Experience working with brands, retailers, and distributors across the e-commerce industry
**What We Have for You:**
* Competitive Salary
* Equity
* 401 (k)
* Unlimited Vacation
* Full Benefits: Medical, Dental, and Vision Insurance
* Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
* FSA: Medical, Commuter, and Dependent Care
* Referral Bonuses
This is a remote position with a preference for Pacific or Mountain time zones based candidates.
***Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a person's achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!***
**Salsify's mission is to empower brand manufacturers to win on the digital shelf.**
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify's growth and earned the company numerous top workplace awards.
We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and remote offices around the globe. If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Please see our [Candidate Privacy Statement](https://www.salsify.com/candidate-privacy-policy) for information on the personal data we process in connection with your application.
**++Accommodations++**
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [[email protected]](mailto:[email protected]).
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