Head of Merchant Care

| Chicago

Company Overview

Launched in 2014, ShipBob is a tech-enabled fulfillment and logistics solution for growing e-commerce companies. Our goal is to alleviate the daily stress associated with picking, packaging and shipping so business owners can focus on more important aspects of their brand. Through our software and operations arm, we are on a mission to help businesses be successful online.

We pride ourselves on our inclusive and richly diverse company culture. All voices are heard regardless of tenure or job title. We are looking for creative problem solvers with a strong work ethic and ability to persevere.

Role Description:

ShipBob’s Director of Customer Success will build and lead the team that will create the optimal experience for our customers. You will be responsible for the day to day performance and personnel management of a Customer Service team(s), as well as managing retention and growth on existing accounts, training employees on the primary business processes, and resolving escalated account issues.

Your Responsibilities:

  • Strategically develop and lead an operational service team of approximately 20 team members(including 12 offshore CS Reps), to enhance performance by setting clear, accountable performance measures.
  • Build out an in-house agent team, and successfully manage an integrated insourced/outsourced team of 50+ agents and staff
  • Establish and develop a Voice of the Customer culture with a common goal of improving the end to end Customer experience and providing guidance to leaders across all ShipBob departments
  • Deliver productivity gains by driving operations efficiencies and process improvements while maintaining or exceeding Customer experience goals and key performance objectives within first 12 months.
  • Attain key performance metrics including Customer Satisfaction, NPS, Contact to Order Ratio, Handle Time, Quality, Reliability and First Call Resolution within first 12 months
  • Ensure any account issues are resolved quickly, leveraging resources from across the company as needed
  • Hold routine staff meetings and communicate corporate direction and policies to all staff
  • Continually research new ways to improve processes and performance
  • Works closely with Executive Leadership to meet goals and contribute to company growth
  • Summarize product feedback gathered from Customer Success Representatives and act as advocate for our clients with internal development and product teams

Experience/Skills Required:

  • Bachelor's Degree
  • Over 5 years of proven success in leading, building and managing highly effective customer service teams
  • A strong leader that inspires commitment to achieve exceptional customer loyalty, teamwork to deliver results, transparency of performance, flexibility to shift priorities and mobilize resources with an appropriate sense of urgency
  • The experience and track record of building a Member Success Culture and delivering to similar accomplishments
  • Strong track record of Call Center management with experience of direct and indirect management of departments of over 100 agents
  • Excellent vendor management skills, striving to build partnership with vendors at all levels of leadership, while attaining business objectives
  • Experience leading cross-functional initiatives which are considered ‘big bets’ or transformational and exceeding key goals,
  • E-commerce Retail experience a plus

Benefits:

  • Vision, Medical, Dental and 401K Plan
  • Flexible hours, casual dress
  • Commuter benefits
  • PTO

We are an equal opportunity employer and value diversity at our company. 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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • VuexLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • RedisDatabases
    • CosmosDBDatabases
    • InfluxDBDatabases
    • Google AnalyticsAnalytics
    • pendoAnalytics
    • BalsamiqDesign
    • AsanaManagement
    • TrelloManagement
    • SalesforceCRM
    • salesloftCRM
    • gmailEmail

Location

120 North Racine, Chicago, IL 60607

An Insider's view of ShipBob

What’s the vibe like in the office?

It's a very welcoming and collaborative work environment. Going to work isn't a chore, it's exciting!

Shannon

Senior Business Development Representative

What projects are you most excited about?

I'm most excited about helping to create the road map for cool features that will help our customers drive more value for their business

Anosua

Product Manager

How does the company support your career growth?

ShipBob supports my career growth by allowing me to focus on my preferred verticals while giving me all the resources needed to bring in new business. I am given complete responsibility to spearhead new projects that will continue to support other teammates and grow our company.

Gladys

Senior Business Development Representative

How do your team's ideas influence the company's direction?

Our BDR team are the "Director's of First Impressions". We are the first point of contact with ShipBob. Being at the forefront of the customer experience, it is crucial that our vision shines through. The team is not only responsible for garnering interest, but shaping the relationship that will lead to a positive and fruitful partnership.

Michael

Business Development Manager

How has your career grown since starting at the company?

I’ve been given the opportunity to work on very interesting projects across different departments. I initially joined the Analytics team and just recently moved to Strategic Projects where I’m leading some of the initiatives we are working on. Shipbob is definitely a place where you can have an impact and be continually challenged!

Fernanda

Senior Manager, Strategic Projects

What are ShipBob Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
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