BigCommerce is disrupting the ecommerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.

BigCommerce, named a 2023 "Best Place to Work", is seeking a Team Manager, Technical Support for our 24x7 Customer Success Services Team. As the Team Manager, Technical Support you will be responsible for managing a team of dedicated Customer Success Services support staff in a culture where exceptional service to our customers is the paramount focus.

What you’ll do:

• Manage the day-to-day operations of a technical support team with an emphasis on client satisfaction, first contact resolution, and retention
• Assist with the management of day-to-day operations of the Customer Success Services department
• Foster an environment of team-driven success through individual contribution and accountability
• Provide mentoring and coaching to each individual on the team, including Technical Leads, via regularly scheduled one-on-one meetings, call monitoring, ticketing and phone system statistics to enable employee and team
• Advocate on behalf of our merchants to ensure their wants and needs for our products and services are continuously communicated

Who you are:

• Experience leading technical support / Customer Service teams in a 24x7 environment
• Bachelor's degree (BA/BS) from a four-year college or university preferred
• Thorough understanding of and belief in the intrinsic value of providing exceptional customer service and the impact that has on conversion, retention, and driving ARPU, CSAT and NPS scores
• Proficiency with contact center technologies (I3, Five9, ACD, Salesforce, Confluence, JIRA, Workforce management tools); experience using these tools to manage phone, ticket, and chat queues, and develop operational reports and analysis
• Basic understanding of the following technologies is strongly preferred: HTML, CSS, PHP, JavaScript, data structures, and miscellaneous web applications
• Superior knowledge of the BigCommerce platform and ecosystem, and an ability to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues
• Exceptional written and verbal communication; strong collaboration, negotiation, and ability to drive consensus with key business partners
• Ability to motivate and manage the performance of team and individuals; strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth

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