Head of Global Customer Support at FOURKITES

| Chicago
Sorry, this job was removed at 11:46 a.m. (CST) on Saturday, March 28, 2020
Find out who's hiring in Chicago.
See all Operations jobs in Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

An exciting Customer Support leadership opportunity to join one of the country’s fastest growing startups that is reshaping the logistics industry, and was identified as one of Forbes’ “Next billion dollar startups - 2019”.

About the team: 

This Global Customer Support team is a group of experts that help our customers with anything they need to use the FourKites platform successfully. From a question about an integration to troubleshooting a bug, our customers rely on the Customer Support team’s quick and helpful responses. 

Our team is passionate, innovative, and collaborative. We work across three geographically distributed cities on three separate continents to collaboratively deliver timely solution support. The team is made up of animal lovers, coders, sports fans, world travelers and all around awesome humans!

What you do:

As the head of the Customer Support team, you will ensure continued high quality support when customers reach out as well as develop and sustain self-service help and community engagement when they would prefer to answer questions themselves. You will also be the driving force to ensure our product continues to be user-friendly, robust, and stable as we grow. In this role, you will oversee our global support operations, including the Support and Documentation teams in Chicago and Chennai. 

  • Foster a customer-focused environment, managing a team that provides high quality, accurate, and timely customer support at scale.
  • Collaborate cross-functionally with Customer Success, Product Management, and Engineering to continuously to improve the FourKites customer experience.
  • Identify opportunities for improvement in processes and quality standards to ensure customer satisfaction, customer loyalty, and overall team productivity. 
  • 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.
  • Evolve the FourKites Help Center to provide a more robust self-service options and foster a community of FourKites users.
  • Analyze customer trends and provide feedback on Product Management and Engineering initiatives.

Qualifications: 

  • Bachelor’s degree required
  • 10+ years of experience in a customer and/or product support function in a SaaS or tech startup environment
  • 4+ years at the management level scaling growing teams (multi-office/global experience preferred)

Preferred Qualifications: 

  • B2B experience with large enterprise clients preferred
  • Strong verbal and written communication skills
  • Superior organization skills and attention to detail

FourKites is the largest predictive supply chain visibility platform, delivering real-time visibility and predictive analytics for the broadest network of Global 1000 companies and third-party logistics firms. Using a proprietary algorithm to calculate shipment arrival times, FourKites enables customers to lower operating costs, improve on-time performance and strengthen end-customer relationships. With a network of more than four million GPS/ELD devices, FourKites covers all modes, including truckload, LTL, ocean, rail, intermodal, last mile and parcel. The platform is optimized for mobile and equipped with market-leading end-to-end security.

If you are a California resident, here is our California Applicant Privacy Notice.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • SalesforceCRM

Location

Modern office space with panoramic views of downtown Chicago. Located in the Ogilvie Transportation Building, that's connected to all of downtown!

An Insider's view of FOURKITES

How does your team reward individual success?

At FourKites, we LOVE tacos! We love them so much we use a recognition taco bot in slack to reward and recognize great work across all 3 offices. At the end of the month, the taco winner gets a gift card to get tacos somewhere in Chicago!

Amanda

Director, Talent & Development, Talent Acquisitions

What projects are you most excited about?

We are working on a project to add functionality to our platform that will increase our customer’s visibility and add flexibility to our integrations. This has required collaboration between multiple departments to ensure that the scoping of the multiple product enhancement tickets are detailed and address the problems of all stakeholders.

Ashley

Director, Carrier Operations-Customer Success

How does the company support your career growth?

Our office is really a tight-knit community; people hang out outside of work, everyone gets along and it's a pleasant, open and collaborative culture. I really enjoy working for FourKites because of the great work-life balance, the fact there is a lot of growth opportunities, and I feel like I am working towards both my personal and company goals.

Georgios

Staff Accountant

What are some social events your company does?

A fun way we like to provide and share recognition is through our quarterly Cheers to Peers, Nice Cream Socials that Kaitlin, our Front Desk and Office Coordinator puts together. It's a great opportunity to provide recognition to others, mingle with different teams, and eat ice cream - what could be better!

Jenny

Talent Acquisition Specialist

What are FOURKITES Perks + Benefits

FOURKITES Benefits Overview

We provide an elite tier of benefits and wellness programs, have a bias for promoting within, and an array of global culture & connection programs and committees, such as DEI Employee Councils, FourKites Pride, and FourKites Women's groups.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
FourKites has the "Fun Committee" to help create new happy hour ideas, spirit weeks, summer and winter parties, new swag ideas and co-ed sports teams.
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
FourKites provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
More Jobs at FOURKITES16 open jobs
All Jobs
Finance
Dev + Engineer
HR + Recruiting
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView FOURKITES's full profileSee more FOURKITES jobs