Support Operations Team Lead

About Us:

We’re Helium 10, the leading Software company for Amazon sellers. We move fast, really fast, so we need someone who can keep up. We’re experts at our craft (and if not, we become experts, fast!) and we hold each other to a high standard. Why? We’re shaping the future for Amazon sellers and our customers deserve the best. We make tough decisions, own up to mistakes, and above all, we find solutions to problems.

About the role:

The Support Operations Team Lead at Helium 10 is responsible for defining and streamlining processes and workflows, building tools to help make delivering support easier, providing education and training to our team of Support Associates, and making sense of all of the support data that is available to help assess the organization's performance.

 Responsibilities:

• Define and streamline processes and workflows for our Customer Support team
• Ensure support tooling systems are used effectively to improve the speed and quality of support 
• Build and overseeing education, training, and quality programs for the Customer Support team 
• Provide cross-functional reporting insights into support data 
• Implement project planning best practices across the Customer Support team efficiently and effectively 
• Manage and mentor a team of Support Operations Specialists

Skills & Qualifications:

• Must be based in the Philippines.
• Must have a good command of the English Language, both oral and written. (Important)
• 3+ Years of experience in a similar role or function with a focus on Support Operations.
• Experience working with a mid-sized and scaling global team that provides 24/7 Support.
• We're seeking someone with in-depth knowledge and hands-on experience in creating and managing support tools and systems, such as Zendesk, Slack, and Jira. It's also beneficial if you have worked with other customer relationship management (CRM) software.
• Proven track record of building effective diverse teams in Support-related functions.
• Understanding of key elements to create and execute scalable quality assurance across multiple Support functions.
• Outstanding ability to analyze data.
• Ability to use or utilize MS Office applications.
• Must be willing to conduct or hold training sessions.
• We are looking for someone who can work for us full time and will not be employed anywhere else (existing or future), especially with businesses resembling Amazon or services for Amazon/Amazon sellers.
• Must be willing to work during PH/US holidays. 
• Must be willing to do shift changes (i.e., Graveyard shift this month, then morning shift next month, PH time). Also, the weekend off PH time is not a guarantee. ● Must be willing to be trained and undergo an evaluation period.
• Knowledge of e-commerce platforms.

Benefits:

• A competitive salary of $1250 a month. 
• A remote work setup. 
• Comprehensive benefits, including HMO coverage for you and your immediate family. Sick leave, paid time off and maternity/paternity leave. 
• Opportunities for professional development and career advancement within a leading software company.

Helium 10 is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.