Director Technical Support

Job Description:
About Us:
Cart.com is an ecommerce software, services, and brand holding company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands (and a few of our own) move faster, grow larger, and deliver on their promises more completely.
Job Summary:
Cart.com has a broad portfolio of brands who have adopted our products and services spanning ecommerce online store, marketing, fulfillment, data science solutions, and customer service solutions.
As Director of Technical Support, you will be responsible for developing and overseeing technical support for customers Cart-wide. This high-impact role is a new position within Cart and will be critical for scaling the delivery of support services and leading change management as the needs of our customers and our business evolve.
You will lead an established team of customer-facing technical support representatives who respond to customer inquiries across multiple channels - phone, chat, and email -- and manage initial triage. You will evolve the team's practices and adopt technologies to drive positive outcomes for customers and internal efficiencies.
The ideal candidate will be as dynamic as Cart--someone who can move from strategy to operations and back daily, thrives in fast-paced environments, is tenacious and upwardly mobile, and has the skills to develop and implement creative and innovative solutions that drive efficiency, enable scale, and achieve performance metrics.
Responsibilities:

• Collaborate closely with senior leaders to set the strategy for delivering technical support to Cart's customers.
• Oversee the performance and execution of Cart's customer support, ensuring we deliver an industry-leading experience for the brands we serve.

• Ensure team readiness for supporting new functionality, products and services, including when necessary, restructuring the team and processes to facilitate penetration of new markets.
• Partner closely with Delivery Resource Manager to analyze utilization and capacity, and identify budget and resource needs to support customer demand and strategic plans.
• Manage and monitor team performance, including providing regular employee coaching and ongoing guidance to help employees achieve career aspirations.
• Direct improvements in cross-training, scheduling, and workforce management to maximize staffing and productivity.
• Develop and drive key performance indicators that deliver the best customer experience and productivity.

• Consistently report and communicate on KPIs to provide visibility into our operations.
• Measure, maintain, and improve delivery processes to increase efficiency and customer experience at scale with the future direction of Cart in mind.
• Think outside the box and develop new ways to achieve high levels of customer satisfaction, including identifying and introducing tools to empower the team to meet and exceed operational targets.
• Identify opportunities to create new support offerings that differentiate the support experience and uniquely address customer needs.
• Work closely with Support Engineers, Value Realization Team, and Product to provide feedback and surface customer insights that improve product quality and customer outcomes.

Experience & Skills:

• 10+ years' experience in technical support or delivery support, with at least 5+ years' experience as a senior leader.
• Expert knowledge of all components that come together to create a best-in-class customer support tech stack.
• Passion for problem solving and doing what's right for customers.
• Proven track record of exceeding goals, achieving growth and success, and making data-driven decisions

• Strong analytical and problem-solving skills with an emphasis on using and analyzing data to make decisions.
• Strong Excel skills with the ability to manipulate data to show trends through charts and graphs.
• Strong verbal communication skills (oral and written)
• Strong leadership and interpersonal skills (e.g., motivating and developing people)
• Ability to work in a fast-paced, dynamic environment

• Strong sense of urgency
• Process-oriented

Bonus Points:

• Experience in the ecommerce ecosystem.

Our Core Values
These aren't just buried somewhere in an employee manual. We live and breathe them. They're on the walls and live in our hearts. They come up constantly in conversations and actions. They govern the decisions of the newest hire all the way up to our CEO:
WE ARE OBSESSED WITH BRANDS
We live for brands and are fanatical about their success.
WE THINK BEYOND THE BOX
We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.
WE DON'T GIVE UP
No one expected this to be easy. We are resilient- we dig in and keep going.
WE SPEAK UP
Every person here has an obligation to question norms, voice concerns, and offer their perspective.
WE WORK TOGETHER
We work with integrity and respect, ask for help, and extend the same help to others.
WE ARE HUMAN
Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.
Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.