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Support Team Lead
The Company:
Shopster is a dynamic and results oriented Software Company that has continued to push and evolve the traditional e-Commerce model to new levels over the last 3 years. The company is a provider of exclusive software solutions that enable consumers to easily build stable and reliable online businesses through the development of their own uniquely branded e-Commerce websites.
Industry – IT
The Opportunity:
We are seeking an enthusiastic individual who is looking to join a rapidly growing e-Commerce software company. Shopster is a fast-paced company and requires an individual that is self-motivated and ambitious. Proven enthusiasm to learn and reach targets is a valuable asset that will be taken into consideration during the hiring process. The right individual will be passionate about joining a young and dynamic team of web entrepreneurs and is comfortable in an environment that often requires change.
Reporting directly to the Director, Operations, this position is responsible for increasing the capability of the Support Services workforce. The primary focus of this role is the direct supervision of the Support Representatives (inbound and outbound duties) to ensure that services are delivered in a professional and efficient manner while achieving business objectives and targets. The incumbent will align team member's individual goals with that of the business.
Job Description
We are seeking an enthusiastic individual who is looking for a position as an internal technical sales representative for a rapidly growing e-Commerce software company. Shopster is a fast-paced company and requires an individual that is self-motivated and ambitious. Proven enthusiasm to learn and reach targets is a valuable asset that will be taken into consideration during the hiring process.
The right individual will be passionate about joining a young and dynamic team of web entrepreneurs and is comfortable in an environment that often requires change. This role has the opportunity to grow into a managerial position in the near future.
- Report to the organization's Sales and Marketing Manager
- Extensive time on phone and email, following up with prospects, providing demos, and closing sales
- Seek out opportunities to improve processes and reduce sales leakage
- Work closely with all company teams to ensure customer requirements are properly escalated
- You will also develop, improve and enhance existing customer relationships, with the goal to increase the retention rate
Specific Accountabilities
- Supervise support services staff and the related workflow (including staff scheduling, performance management) to enhance the image of Shopster and assist the company to attain market share.
- Perform support service representative duties as required.
- Achieve established targets, taking corrective action when required.
- Communicate effectively in oral and written formats to ensure that all levels of staff are kept informed of information that impacts their jobs.
- Ensure timely responses to customer enquiries and timely resolutions of all customer complaints by establishing effective information systems; and staff training and empowerment in decision-making in order to build customer satisfaction and loyalty.
- Provide feedback to the Development department regarding technical and system issues raised by customers.
- Identify and provide staff training requirements and provide on the job coaching/mentoring to ensure support services representatives, as the "first point of contact", are consistently able to provide satisfactory solutions in a timely manner. Train staff to handle outbound marketing calls to provide back-up to the Marketing department as needed.
- Confidently address performance issues and provide appropriate and specific behavioral/performance feedback to improve. Take corrective action as required
- Identify and document all performance related outcomes. Compile and analyse data and reports specific to individual performance management. Prepare and compile monthly results report on progress of each employee.
- Conduct regular one on one and team meetings with direct reports.
- Provide suggestions to manager, which may help improve the efficiency of the unit.
- Involvement in special projects as required.
- Other responsibilities as needed and assigned.
Knowledge and Skills Required
- Post secondary education (Equivalent experience will be considered)
- Minimum 3 years experience in customer service related environment
- Supervisory experience
- Technical aptitude
- Strong computer literacy skills
- Business acumen
- Excellent interpersonal skills
- Change agent
Typical Problem Solving
The position delegates decision-making authority to support services representatives to ensure timely responses to customer enquiries and timely solutions to customer complaints. Most problems are handled immediately by support services representatives trained to be customer advocates and solution providers. The Team Lead is available to talk something through with staff, and provides backup in cases of customer escalation. In addition, problems dealt with range from process changes within the department, interpreting policy affecting Company business, systems problems, and staffing issues.
Working Conditions
Physical and visual efforts are required for long periods on computers. Hours of operation will vary depending on workload and customer requirements and may include shift rotations.
Compensation & Benefits
- Salary range for this position is commensurate with experience & qualifications.
- Compensation includes a benefits package.
Notes
To apply, please send resumes with cover letter to Sheila Voll at svoll@shopster.com listing Support Services Team Lead in the subject line.
