Chicago, IL

Director of Technical Support Engineering at Bringg

| Chicago
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At Bringg, we’re passionate about helping retailers and logistics providers scale up and optimise their businesses.  We are helping Fortune 1000 companies transform the way they fulfil, with a customer-centric obsession.   Supply chains, last mile and customer fulfilment have long been the most expensive and painful area for any business to modernise.  If this challenge excites you, we’d love to hear from you.

What you’ll be part of:

With the mission “to help companies scale up and optimize their customer experiences and logistics operations”.  Bringg’s cloud platform connects, automates and orchestrates supply chain technology, people and providers, making innovative delivery and fulfillment models accessible and valuable to everyone.  

We strive to inspire ourselves, our customers, our partners and even the market to be more.

We help brands quickly scale up their business in an increasingly competitive world, with new fulfillment and delivery models that are optimized for greater cost efficiency and exceptional customer experiences.   Together, we will continue to differentiate, meet increasing demand, and make an impact wherever our technology helps people.

Bringg is mission critical to our customers.  As part of our Customer Engagement and Advocacy organisation you will be key to ensuring the lasting success of our customers helping to remove any roadblocks to value creation and also ensuring that our customers are always able to deliver to their customers.

What you’ll be responsible for:

This is a senior-level role for someone capable of owning and scaling Bringg’s 24x7 Global Customer Support organization. You will play an integral role in defining and executing our strategy for providing world class service to customers with every interaction. From resolving general inquiries to troubleshooting complex technical issues, you and your team will partner with a variety of internal stakeholders to address all customer needs in a timely manner, build and optimize ticket flows and procedures, and provide regular operations reports to a cross-functional team on a monthly basis.

Most importantly, you will set the foundation for long-term, successful customer relationships that rely on Bringg’s technology and future innovation to grow their business.

What you'll work on:

  • Recruiting, hiring, training, and coaching a global team of Customer Support Engineers and Managers
  • Developing and publishing policies and standard operating procedures for the Customer Support organization
  • Creating and maintaining knowledge base documentation, as well as support playbooks and macros, for the Bringg solution
  • Ensuring that all Bringg customers are delighted with the service provided by the support team, as measured by customer satisfaction surveys
  • Optimizing ticket flows, procedures, and tools used for tracking and responding to customer issues
  • Defining and maintaining SLAs for all issue types and priorities, handling critical escalations, and providing incident reports to customers
  • Reporting regularly to internal stakeholders on customer support operations and ticket metrics

What you will bring to “Bringg”:

  • 10+ years experience in B2B customer service or support roles ideally within SAAS / logistics organizations
  • 7+ years of managerial experience, preferably managing managers
  • Experience building and operating a 24x7 customer support organization servicing customers around the globe
  • Knowledge of commonly used helpdesk software such as Zendesk, and JIRA
  • You have a passion for enabling and motivating people to do their best work
  • You work very well cross-functionally, and are able to think rigorously and make hard decisions and tradeoffs
  • You have experience managing remote teams
  • The ability to thrive on a fast pace environment with high level of autonomy and responsibilities
  • Track record of achieving high levels of customer satisfaction

We are an equal opportunity employer and value diversity at Bringg. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status

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Where we are

We are located in the heart of the city - The Loop! Our office is surrounded by vibrant city views, historic architecture, incredible dining, and shopping (plus, you're just a few steps away from hopping on the bus or train!).

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Google AnalyticsAnalytics
    • JIRAManagement
    • WordpressCMS
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • HubspotEmail
    • SalesforceEmail
    • HubspotLead Gen

What are Bringg Perks + Benefits

Bringg Benefits Overview

Fostering an amazing work environment is a priority at Bringg. Besides a competitive benefits package, we host numerous social events - from beach day to family activities and weekly happy hours. In addition, everyone at Bringg receives a gym membership at LA Fitness and our fully stocked - all organic kitchen will help you stay in top shape.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Bringg has a fully stocked kitchen with organic options.
Some Meals Provided
Happy Hours
Bringg provides a weekly happy hour.
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

A fun team of people that work hard and play harder * Multiple team events, meetups and social activities * Fast-paced work environment * Helping global brands redefine the future of delivery logistics * Positive environment to expand your skills, develop your career, and make a difference.

An Insider's view of Bringg

What are some social events your company does?

Fostering an amazing work environment is a priority at Bringg. From our famous beach days, to cheering at a Cubs game, to our weekly happy hours. We also spread our passion for innovation at meetups & hackathons. Most importantly, our employees aren’t happy because of the perks, but rather from doing great work with an exceptional team.


HR Business Partner

How do you collaborate with other teams in the company?

I collaborate with the Success team to expand my use case knowledge and troubleshoot items. In addition, I partner with our Product team to share feedback from our customers. Although Bringg has a global workforce, this role has allowed me to work with so many colleagues regardless of where they are in the world!


Pre- Scale Manager

How does the company support your career growth?

At Bringg I have always had the opportunity to challenge myself in my day to day work and also in my career growth. Having worked a few years in implementation, I was drawn to the other side of the sale. I had the opportunity to explore Presales and had the full support I needed to make the switch!


Pre Sales Engineer

How do you empower your team to be more creative?

We hire people with the most potential to unleash their raw talent, giving them autonomy to do their best work. Bringg empowers everyone to own their initiatives and projects, supporting them to deliver exceptional work they can be proud of.


SVP and GM, Global Field Operations

What projects are you most excited about?

Some customers have technologies implemented and others have only recently started with delivery. Regardless, we can genuinely transform how they operate their delivery operations. It’s exciting to solve problems for clients when they are under tremendous pressure to evolve, then watch them scale it quickly within their organization.


Technical Project Manager

Bringg Careers in Chicago

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Project Mgmt
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Business Development TL (USA)

1 day ago
Generating new sales pipeline with prospective clients in the USA markets

Implementation Manager (USA)

4 days ago
Solution Architect is an expert in Bringg’s software which helps customers to implement and customize the software to meet their complex and unique needs. They work with customers on short- and medium-term projects to scope, design, implement, and launch Bringg’s solution. This includes both initial implementations for new Bringg customers as well as expansion projects with existing customers to launch new workflows, implement new features, or expand to new lines of business. Solution Architects work closely with Customer Success Managers to manage the scope and timelines of their projects and with Product managers for new features and new use cases.

Solution Architect Brazil

6 days ago
Solely responsible for all project activities: Requirements gathering, Scoping, Planning, & Implementation. Ensure project goals are delivered on time and on budget. Focal point for the customer for all project related activities. Identify and define needed resources for the project. Ensure all team members contribute and benefit. Mediate conflicts and mitigate project risks. Understand customer needs - Being able to listen to customer needs and analyse their use case to details.

Inside Sales Manager

6 days ago
Inside Sales Manager primary responsibilities include: Manage a team within Bringg’s Inside Sales organization Work with VP of Inside Sales to set and track sales targets for your team Coach direct reports on sales skills, client communication and forecasting  Motivate team on a daily basis to foster a positive winning mindset to drive revenue Job description The Inside Sales Manager will enable his/her team, participate in client calls, monitor

Business Value Consultant

1 week ago
Who is Bringg? Our vision is to connect people and brands through innovative delivery and fulfillment that is accessible, usable and valuable to everyone. We do this with our innovative cloud platform that connects, automates and orchestrates supply chain technology, people and providers​. We believe that retailers and logistics providers facing today’s new digital reality, need to differentiate and scale their services to gain market share.

Application Support Engineer (USA)

1 week ago
Resolve product or service problems by clarifying the Customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the correction or adjustment; and following up to ensure a satisfactory resolution. Keep accurate records and document customer service actions and discussions. Analyze statistics and compile accurate reports internally and with our Customers. Build sustainable relationships and trust with our Customers through open and interactive communication. Provid accurate, valid and complete information on the Bringg system and technical issues by using the right methods and tools. Constantly improve customer service performance and procedures.

Field Marketing Senior Manager- USA

1 week ago
Develop the in-region field marketing plan to support sales and success objectives,  growing the customer base, enabling expansion and customer advocacy across The Americas. Develop targeted marketing plans that bridge corporate resources and priorities with regional opportunities and partner activities. This role will need to establish a close and efficient two-way communication with in-market field sales and success teams. Work cross-functionally to oversee the timely execution and optimization of the field marketing plan.

Staff Accountant

2 weeks ago
About Us Bringg helps retailers and logistics companies scale up and optimize their operations with an innovative, data-led delivery and fulfillment cloud platform. Using Bringg, retailers and logistics providers can rapidly enable innovative delivery and fulfillment models that maximize the customer experience, optimize logistics operations and scale business channels for growth. Some of the world’s best-known brands in more than 50 countries

Customer Success Manager

2 weeks ago
Manage the implementation of new use cases, best practices and functionality to expand existing accounts.  Establish and maintain customer satisfaction across named accounts through account planning, proactive client communications, issue remediation and containment, as well as performance measurement. Overall responsible for customer health, growth and satisfaction.  Build and execute an account specific relationship framework, through QBR (onsite/remote) ongoing value proposition and periodic meeting. Leverage your product knowledge and experience to ensure customer receives the up-most value of Bringg's product. Collaborate with Sales to ensure customers' contract renewal. 

Enterprise Sales Executive

3 weeks ago
Managing the full sales cycle of large enterprise (Tier 1) companies. Generating new business with prospective clients in global markets. Educating new clients on Bringg’s features and functionality. Advising clients on the most effective way to use the platform whilst understanding their requirements. Establishing strong client relations and creating solutions for clients.

North America Channels Director

3 weeks ago
Support in scaling Bringg’s Ambassador Program. Execute and scale our joint go-to-market strategies in alignment with Ambassador program and personal KPIs. Support in Ambassadors’ recruitment process - identify potential channel partners across a variety of clusters, segmented by industry, geography, and specific area of expertise. Serve as partner champion internally and serve as liaison between partners and internal teams. Support in Ambassadors’ onboarding process. Support other activities and initiatives as part of the Alliances team.