About Us

Born out of frustration with the traditional cash register business, ShopKeep was designed by a retailer with a noble aim: to rescue independent business owners from the nightmare of an archaic point of sale system, by replacing it with something beautiful, simple and affordable. It turned out that by doing this, we were giving our fellow merchants a fighting chance against the big guys. So we kept doing it.

Today, our mission is simple: Empower independent business owners to dream big and fight smart. We’re doing this by disrupting the industry through our cloud-based architecture, amazing customer care and intuitive software and financial products that deliver everything small business owners need to run smarter businesses. 

Job Description

The Director, Customer Care, in our Northbrook office, is a key leadership role at Shopkeep. We live by our promise to our merchants that Shopkeep is the easiest POS to use with the absolute best customer care and we take that responsibility very seriously. Our Care organization supports all Shopkeep products: Shopkeep POS, Shopkeep Payments and Shopkeep Capital. 

This role has significant levels of responsibility and accountability at Shopkeep. As the Director, Customer Care, you will also be responsible for the following: 

• The consistent evolution of Shopkeep’s Care strategy
• The operational delivery of a large, growing, global  Care organization in a 24/7 environment interacting across multiple channels (phone, chat, SMS, social media, email, web to case)
• Meeting corporate cross-sell and upsell targets for the Care organization and must be able to balance and excel in both business management and customer experience.
• Building a strong partnership between the Shopkeep Care organization and Payments organization, co-located in our Northbrook office. 
• Working with Payments hand-in-hand, ensuring best-in-class payments processing procedures
• Partnering with all leaders in the organization to drive improvements in all of our products
• Managing Customer Care Team Leads, Beta/QA, Workforce Management, Merchant Experience, Training, Onboarding, and Product Documentation teams as it relates to the Customer Care organization

Qualifications

• Master’s degree preferred. Bachelor’s Degree required.
• 10+ years managing a global, Best-in-Class Care organization, with 75+ Care employees. Experience building a growing team.
• Extensive experience in a Saas, Software Fintech, Financial, Hardware, Point of Sale, Payments or Capital business. Experience in multiple industries listed is a plus.
• Extensive experience leading a Care organization with Support and Revenue goals.
• Strong communication skills with our customers, our partners and our team. Have the ability to clearly explain advanced technical concepts to people with limited technical knowledge
• Able to travel to other Shopkeep offices in New York City, Belfast, NI and Portland, Oregon as needed.

Benefits

We provide the essentials...

• Medical, Dental, and Vision Insurance
• Flexible Paid Time Off (PTO)
• Commuter Benefits
• 401k Match

...and the fun-damentals:

• Catered Meals
• Happy Hours
• Beer Fridge
• Stocked Snack Shelf

ShopKeep is an Equal Opportunity Employer