Technical Support Supervisor
IT, People & HR, Customer Service, Operations
Posted on Tuesday, November 21, 2023
Founded in 2012, EasyPost is a YC unicorn whose mission is to make shipping simple for businesses, from garage startups to the Fortune 500. Shipping, now more than ever, is the backbone of the global economy, but integrating the technology-enabled operations of a modern business with the low-tech and complex shipping industry has always been a challenge. EasyPost solves this problem with the first developer-friendly REST API for shipping, and we continue to push boundaries and discover new ways to simplify shipping for all. Our team is rapidly growing, and this is the perfect time to get on board. Join us, and help build the shipping infrastructure of the future.
About the role:
The Supervisor, Technical Support Engineering is responsible for leading and managing a team of technical support engineers who provide assistance and resolve technical issues for customers. This position combines technical expertise with managerial skills to ensure the efficient operation of the technical support team and the delivery of high-quality customer support services.
What you will do:
o Manage and oversee a team of technical support engineers, including hiring, training, mentoring, and performance evaluation.
o Provide guidance and support to team members, ensuring they have the necessary resources and skills to effectively resolve customer issues.
o Foster a positive and collaborative team environment, encouraging knowledge sharing and continuous improvement.
o Develop and implement support processes, procedures, and standards to ensure timely and effective issue resolution.
o Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
o Ensure adherence to service level agreements and customer satisfaction targets.
o Act as a point of escalation for complex technical issues and customer complaints, ensuring timely resolution and effective communication.
o Build and maintain strong relationships with key customers, understanding their needs and providing tailored support solutions.
o Stay up-to-date with industry trends, technological advancements, and product updates to provide expert technical guidance and support.
o Assist in troubleshooting complex technical issues, demonstrating a deep understanding of the product and related technologies.
o Collaborate with the product management team to provide insights and recommendations for product enhancements and new features.
o Ensure accurate and comprehensive documentation of customer issues, resolutions, and support processes.
o Generate regular reports on team performance, customer feedback, and trends to identify patterns and drive continuous improvement initiatives.
o Analyze data and metrics to identify opportunities to optimize support operations and enhance customer satisfaction.
o Bachelor’s degree
o Proven experience in managing a technical support team, preferably in a software or technology company.
o Strong technical background with in-depth knowledge of relevant technologies and products.
o Excellent communication and interpersonal skills to effectively collaborate with team members, customers, and other stakeholders.
o Strong problem-solving and analytical skills, with the ability to think strategically and make data-driven decisions.
o Demonstrated leadership abilities, including the ability to motivate and develop a high-performing team.
o Customer-centric mindset with a strong focus on delivering exceptional customer support.
o Familiarity with support ticketing systems, CRM software, and other relevant
What We Offer:
o Comprehensive medical, dental, vision, and life insurance
o Competitive compensation package and equity
o 401(k) match
o Monthly work from home stipend of $50 net
o Flexible work schedule and paid time off
o Collaborative culture with a supportive team
o A great place to work with unlimited growth opportunities
o The opportunity to make massive contributions at a hyper-growth company
o Make an impact on a product helping ship millions of packages per day
Data Privacy Notice for Job Applicants:
"EasyPost is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law."
To be considered for this position, you must be authorized and based in the United States.