About Us

FourKites, Inc. is a logistics technology startup providing next generation software tools for shippers and freight brokers to streamline their operations. Our connected devices platform is the most advanced in the industry and has been deployed by several large shippers in the country. We are a well-funded startup with awesome advisors and a commitment to Chicago. We offer great benefits and a world of opportunity for those who excel.

About the role

You will be the leader of the Product Support Specialist team, the face of FourKites to our customers - their main point of contact for everything they need. From a question about an integration to troubleshooting a bug so they can track an urgent shipment, the Product Support team is the group of experts that can help our customers with anything the need to use the FourKites platform successfully.

Responsibilities

• Build and develop a team of Product Support Specialists in Chicago to provide high quality, accurate, and timely customer support.
• Add to the team in new locations as needed to support FourKites growing customer base. This includes global expansion involving more robust language and time zone support.
• Actively participate in setting team objectives and ensure they are met.
• Work across all departments to continue to improve the overall support experience with FourKites.
• Manage key metrics which will measure the effectiveness of the team in meeting key goals such as customer satisfaction, customer loyalty, and productivity. Continuously seek to improve processes and working practices to ensure that these goals are achieved.
• Act as an escalation point for high priority customer issues that arise from within the team, directly from customers, or from other departments.
• Lead, organize, and motivate the team to ensure that the highest possible quality of service can be provided to FourKites customers in resolving technical issues.
• Work proactively with other departments and leaders within FourKites to recruit, train, and grow the product support specialist team and position.
• Analyze customer trends to ensure increased success with first contact calls and customer success overall.

 About you

You are a strong customer advocate and love building teams that achieve high levels of customer satisfaction.

• Bachelor’s degree required
• 5+ years of experience in a technical support/product support environment, handling highly complex issues
• 2+ years at the management level, managing specialist and team/location growth
• Previous experience managing a multi-office, customer-facing support teams for a startup or growing software company
• B2B experience preferred
• Intelligent with strong verbal and written communication skills
• Superior organization skills and attention to detail
• Insatiable curiosity - you love learning new things
• Proficient in MS Office, Google Apps, and CRM/Ticketing software
• Experience in SaaS or other tech startups a plus