- Job Type: Full-Time
- Function: Technical/Customer Support
- Industry: Supply Chain
- Post Date: 11/19/2023
- Website: logiwa.com
- Company Address: 515 N State St Fl:14, Chicago, Illinois 60654, US
About LogiwaLogiwa is an industry-leading cloud-based order fulfillment, warehouse and inventory management software that has served retail, e-commerce, wholesale, and 3PL businesses worldwide for over a decade.
Why work at Logiwa WMS?
Logiwa is a rocket headed straight for the moon! Since 2017 we've grown to become the leading provider of cloud-powered ordering and fulfillment software for B2C and Direct-to-Consumer companies in an industry that’s growing by leaps and bounds. As e-commerce continues to take off, the sky is not even the limit for us.
If you’re looking for a place where your career can take off, for a company that is passionate about their people, and for products that are helping redefine the way companies do business, then we’re looking for you!
We provide a fun, inclusive, and collaborative environment with endless opportunities for growth. Whoever you are–rocket enthusiast, mountaineer, chess master, or Netflix binger–come find your place with us here at Logiwa. Take a look and see how you can contribute to this fast-growing team.
The Job Details
At Logiwa, we believe that stellar customer support is the cornerstone of what makes a SaaS company truly great. We are currently seeking an experienced, dynamic Support Manager to lead our technical support team, ensuring the highest level of customer satisfaction. The ideal candidate will have a solid background in SaaS technologies, a knack for problem-solving, and a strong drive to create an environment where our support team thrives and our customers receive a world-class service experience.
What You’ll Do:
- Leadership & Team Management:
- Lead a diverse team of technical support professionals, setting clear team goals and KPIs, and evaluating performance regularly.
- Hire, train, and mentor support staff, ensuring they have the necessary resources and knowledge to effectively support our customers.
- Customer Support:
- Oversee the customer support process, ensuring all customer inquiries and issues are resolved satisfactorily and promptly.
- Enhance customer satisfaction by regularly reviewing support cases, calls, and feedback, making necessary adjustments to improve service quality.
- Technical Proficiency:
- Maintain an in-depth understanding of Logiwa’s product and services to provide accurate support and leadership.
- Collaborate with the product development team to relay feedback and improve product functionality and user experience.
- Strategy & Improvement:
- Develop and implement strategies to enhance the support team's efficiency and improve customer service procedures.
- Analyze support metrics and customer feedback to identify trends, anticipate needs, and create plans to improve overall customer service.
- Crisis Management & Problem Solving:
- Quickly identify solutions to complex technical issues, escalating critical problems according to protocol, and managing customer expectations.
- Create and maintain an effective crisis management protocol, preparing the team to handle large-scale or urgent technical problems.
- Interdepartmental Collaboration:
- Work closely with other departments (such as sales, marketing, and product development) to ensure a consistent and collaborative approach to customer satisfaction.
- Communicate customer needs and requests to the relevant departments for a holistic approach to continuous improvement.
- Reporting & Documentation:
- Regularly report on team performance, customer satisfaction, and identified areas for improvement to senior management.
- Ensure all support interactions are well-documented, leveraging this data to improve resources, self-service tools, and internal training.
- Bachelor’s degree in Information Technology, Business Administration, or relevant field, or a combination of experience and education/training equivalent to a four-year college degree.
- 3-5+ years of experience in customer support or customer-facing roles.
- Strong technical acumen and the ability to grasp the intricacies of our SaaS products.
- Proven experience managing KPIs and customer service metrics.
- Exceptional leadership abilities with a track record of mentoring and developing staff.
- Excellent problem-solving, critical thinking, and conflict management skills.
- Outstanding communication and interpersonal skills, with a passion for providing excellent customer service.
- Experience with customer service software and tools, as well as familiarity with support ticketing management systems.
Is this not the right job for you? No worries! Take a look at some of our other openings and see if there may be something else that catches your eye!
At Logiwa we offer:
- Flexibility to work fully remote, or hybrid if you desire (Our Chicago office has free breakfast and snacks daily, as well as a weekly happy hour!)
- 15 days of paid time off + 5 personal days annually, 12 paid company holidays, and your birthday as a paid holiday
- 100% employer-paid health and dental insurance
- Other insurance offerings including: vision, life, legal, and pet insurance
- 401(K) and free access to a confidential certified financial advisor
- Employee Assistance Program - confidential counseling and advice available by phone, web, or text
- Community engagement opportunities like quarterly volunteer days
Equal Opportunity Employer
At Logiwa we believe in the power of diversity. We do not discriminate based on race, color, sex, gender expression or identity, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military service or discharge status. We think that our diverse backgrounds help us learn from each other, create a stronger company culture, and provide better service for our customers. There is only one you in the world, and we want you to bring your unique self to work with us.