Product Support Supervisor

About DAT

DAT is an award-winning employer of choice and a next-generation SaaS technology company that has been at the leading edge of innovation in transportation supply chain logistics for 44 years. We continue to transform the industry year over year, by deploying a suite of software solutions to millions of customers every day - customers who depend on DAT for the most relevant data and most accurate insights to help them make smarter business decisions and run their companies more profitably. We operate the largest marketplace of its kind in North America, with 227 million freight posts in 2021, and a database of $126 billion of annual global shipment market transaction data. Our headquarters are in Denver, CO, with additional offices in Missouri, Oregon, Texas, and Bangalore, India. For additional information, see www.DAT.com/company.

The Opportunity

DAT is looking for a Product Support Supervisor to join our award-winning Customer Solutions team in Beaverton, OR.

Reporting to the Customer Support Manager, you’ll lead an amazing team that is delivering outstanding support to DAT customers. This is your opportunity to bring your substantial experience in account management or regulatory compliance to an innovative SaaS company that has been transforming the freight and logistics industry for almost half a century.

This is a hybrid in-office/work from home position, located in Beaverton, OR.

Candidate Profile

• Hands-on, engaged, and responsive leader.
• Direct experience managing teams, using clear KPIs, to deliver outstanding customer support.
• Technological expertise, and experienced in software product support.
• Actively fosters a positive, team-work oriented, environment. 
• Proactively seeks ways to streamline systems, gain efficiencies, and implement and document process improvements.

What You’ll Do

• Build, motivate, and lead a team of agents focused on providing product support and compliance.
• Manage the team, and individuals, to meet the KPIs that reflect the highest levels of customer experience with DAT products. 
• Ensure that DAT has the right people, tools, and processes to build a world-class product support organization.
• Guide consistent service delivery, that exceeds customer expectations, and leads to high customer satisfaction and retention.
• Accurately document compliance and support procedures, and help create resourceful knowledge base and help center articles.
• Maintain accurate tracking and documentation. Specifically, customer satisfaction surveys, performance monitoring, call tracking management, performance improvement initiatives, and time and attendance records.
• Monitor and manage backlogs, communicate and resolve issues, coordinate escalations between groups.
• Support successful product launches through supportability testing and documentation.
• Build solid relationships with key stakeholders; be seen as a resource regarding account management or fraud prevention, and representing DAT at trade events and online.
• Handle escalations from the team in addition to follow-up with dissatisfied customers.

Skills and Experience You’ll Need

• 2+ overall years of experience in a supervisor role, leading teams in a dynamic business environment is required.
• Minimum 2 years of experience managing teams, and individuals, to meet clear KPIs, is required.
• Expertise with Salesforce (or comparable CRM), and Google Workspace is required.
• Direct experience in either an Account Manager, or Compliance and Fraud role is highly desired.
• Supervising a high-performance support team in a call center environment is preferred.
• Logistics industry experience preferred, but not required.
• Expert at customer communication, including phone, email, social media, and developing customer educational materials.
• Demonstrated experience improving systems; always striving to improve processes.
• Associates degree preferred; high school degree considered.

DAT embraces the value of a diverse workforce, and believes it is a core strength of our company that we encourage those values in every DAT employee, at every level of our organization, regardless of tenure or rank. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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