Project Manager, Customer Support

Who We Are:

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. 

Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe.

And Auctane is just getting started. 

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.  

Auctane’s Values

The Customer is our mission.
Our company was built in service of our customers. Every time we answer the phone, write a line of code, hire a new team member, form a partnership, or build a new interface it is explicitly because we believe that action will improve the life of our customers.

We work with the best people.
We will only work with people who are enthusiastic about their work, respectful of diverse ideas and backgrounds, and who possess the ability to work both independently and as part of a team. 

We only play offense.
We’re on a mission to reach and help every mailer, shipper and merchant on the planet. Because of this we move with urgency, take risks, and are determined to ship solutions quickly. 

We expect exceptional outcomes.
We are a rapidly growing company with intent. We expect to continue to deliver market transforming solutions for our customers and challenging growth opportunities for our employees. 

We are direct and authentic.
We have genuine empathy for our employees, partners, and customers. We serve that empathy by treating everyone the way we would like to be treated - openly, ethically, and honestly. We set expectations clearly and hold ourselves accountable to what we commit.

About The Team:

The Support Project Management Office team is a part of our global Support Operations team. The PMO team manages projects to execute the support organization’s strategic initiatives around world-class processes, tools, data, and people. Each member of the team loves to communicate, share knowledge, and help each other succeed. They apply project management principles to collaborate with Support, Product, Engineering, Sales, and Marketing to ensure that our customers and our support teams are prepared to support the fast pace of change at Auctane.   

About The Role:

The Support Project Manager drives and manages Customer Support initiatives across Auctane’s portfolio of 10+ ecommerce and shipping brands. This role is responsible for the development, implementation, and management of key process improvements impacting team productivity, performance, customer experience, and implementation and management of new products and/or services delivered by our Product and Development teams.

Primary Objectives:

• Drive internal cross functional communication and collaboration
• Contribute to Operational Process Improvement activities including Root Cause Analysis and Value Stream Mapping
• Work with multi-disciplinary teams from product concept through development and execution
• Act as liaison with internal department experts across the company, representing the voice of the customer
• Develop project status reports and presentations for both internal and external project communications, including executive leadership
• Work collaboratively across all departments and stakeholders to help improve the management of business processes, efficiency of internal workflows, and consistency of process adherence across all users
• Work with a team of project managers in the Support Project Management Office
• Develop SOPs in collaboration with internal department experts across the organization

What We Are Looking For:                                           

• A passionate, hard-working professional with proven process improvement experience, strong critical thinking skills, deep understanding of Customer Success and SaaS Business Processes, and the ability to work cross-functionally in a dynamic and fast-paced environment.
• Bachelor’s degree is preferred
• 3 - 5 years of experience in a customer service, call center environment
• 3 - 5 years of project management experience in software/tech support contact center environments
• Demonstrated ability to plan, manage, and coordinate multiple simultaneous projects.
• Proven communication skills to clearly express complex ideas both verbally and in writing. Demonstrated excellence in analytical thinking, problem solving, communication, delegation, planning and organization, and judgment
• Must have a “customer first” attitude and be service oriented, friendly and possess a positive attitude
• Solid time management and the ability to accomplish goals without much direct supervision
• Superior oral and written communication skills with keen listening abilities
• Adept at using data to tell a story
• Ability to work in an ambiguous and dynamic work environment; comfortable with risk and uncertainty
• Ability to handle escalated issues in a professional manner
• Ability to analyze information to identify action plans and communicate findings effectively
• Self-motivation, flexibility, high integrity, and ability to adapt to a constantly changing environment
• Strong team player, willing to mentor others

What Will Make You Stand Out:

• A balanced background in both customer support operations and project management
• Shipping and/or ecommerce experience
• Google Project Management certification
• Project Management Professional (PMP) certification

The Tech:          

Experience with the following tools/technologies is highly desired.

1. Jira / Confluence
2. Asana
3. Google Suite

Travel Requirements
Less than 10%

Equal Opportunity Employer/Veterans/Disabled

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