What you'll do:
- Lead and manage a team of Customer Service Representatives
- Recruit, train, mentor, and scale the team
- Drive retention and account growth
- Achieve NPS and service level goals
- Advocate for merchants and be their voice within ShipMonk
- Develop frameworks for the team to leverage in Merchant engagements
- Develop standardized playbooks for interventions and escalations Build and maintain strong relationships with merchants
- Gain a deep understanding of our merchants’ business goals Collaborate with warehouse GMs and Operations leaders to resolve escalated issues
What you'll need:
- Bachelor Degree required
- 4+ years of experience in B2B customer service and/or merchant services
- 2+ years of team leadership experience
- 1+ years of 3PL experience
- Experience with Salesforce Service Cloud a plus
- Experience building and leading a customer service team, ideally in 3-PL is required!
- Experience scaling a successful team during a hyper-growth phase
- Ability to manage influence through persuasion, negotiation, and consensus-building
- Strong empathy for Merchants AND passion for revenue and growth
- Deep understanding of value drivers in recurring revenue business models
- Proven ability to motivate and focus teams, as well as being a friendly empathetic leader
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Work Location: One location