Technical Customer Support Manager

Fabric

Vancouver City, British Columbia, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/17/2021
  • Website: fabric.inc
  • Company Address:

About Fabric

Fabric is the headless commerce platform purpose-built for growth. Customers like BuildDirect, ABC Carpet & Home, and Universal Lacrosse trust Fabric for its open and modular design, allowing them to be live in weeks without having to replatform. Fabric is a force multiplier on retailers’ existing technology investments proven to grow digital revenue by up to 3x.

Job Description

Who we are: 

Fabric is a modern commerce platform that gives retailers tools to create world-class shopping experiences for mid-market enterprises. We champion a new, harmonious way of doing business that emphasizes connectedness and collaboration over competition and dominance. This is showcased in our products that rely on microservices, APIs, and easy integrations, and in our globally distributed team that genuinely cares about its customers. Our founders directed groundbreaking commerce initiatives at Amazon, Staples, Google and eBay. We're growing fast and looking for more awesome people to join us.

 

Your next career: 

The Customer Support Lead is responsible for ensuring that our customers’ needs are met and issues are responded to and resolved in a timely manner.  This role acts as a Team Lead/Manager for the Customer Support team that responds to customer inquiries via phone, email and tools like Zendesk. 

Your Responsibilities: 

The Customer Support team lead manages the team that responds to and resolves customers technical and non-technical queries.  This role will be responsible for routing requests from customers to the appropriate team and ensuring follow through to resolve status while maintaining the service level agreements we have committed to our customers. This role will also be responsible for refining process, management of internal tools to manage customer requests, and reporting to leadership on the team’s success metrics as well as highlight key themes that arise from customer requests.

  • Provide excellent customer service to Fabric’s customers
  • Handle a high volume of inbound calls/emails/messages with an emphasis on service to Fabric’s customers
  • Collect and analyze system and process metrics
  • Drive improvements to Customer Support’s systems and process
  • Manage simultaneous incoming chats, tickets, and calls effectively.
  • Provide accurate, valid, and appropriate solutions within a reasonable amount of time and follow up to ensure resolution.
  • Keep accurate documentation of interactions and contribute toward building process repository.

What you bring to the table: 

  • Full-time bachelor’s degree
  • 5 years of customer-facing experience with global customer exposure in a technical support role
  • Ability to work in PST time zones as well as shifts outside of  normal business hours
  • Ability to handle multiple priorities and manage time effectively
  • Comfortable working in and assisting others through company help desk software.
  • Extensive experience working with different operating systems including Windows and Mac OS.
  • Professional written and interpersonal skills are essential when communicating with customers and clients with an ability to build relationships.
  • Ability to prioritize and manage several milestones and projects efficiently are.

What we bring to the table:

  • Competitive compensation packages
  • PTO and Holiday plans
  • Benefits packages which include Medical, Dental, Life, and Vision
  • Fast-paced, fun and collaborative environment 
  • A team invested in you both personally and professionally

 

*Fabric is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.