Customer Support Manager


Spocket is revolutionizing the world of ecommerce as we know it today. Because of Spocket, a mom from the United Kingdom, or a teacher from Saudi Arabia can start their own businesses with our platform.

At Spocket, we are on a mission to empower millions of online entrepreneurs. This is why we wake up everyday. Today, Spocket enables over 50,000 entrepreneurs across five continents to launch and scale their online stores.

On the outside, we’re building something life-changing for entrepreneurs. Helping them achieve their goals is why we’re all here. Changing an entire industry isn’t always a straight path forward, but it’s an experience unlike anything else.

On the inside, we are a fun and passionate group of people striving to build a world-class culture of freedom and responsibility.

We are looking for a high-energy Customer Support Manager to manage a team of Customer Experience Specialists. This role is central in supporting the team to deliver a best-in-class customer experience for Spocket users. If this sounds like you, then read on!

You’re excited about the role because you will…
Role model a customer-centric approach in everything you do.
Process merchant requests like email updates, removal of payment details and downgrades, transfers and upgrades of subscriptions.
Conduct one-on-one meetings regularly to track team performance, understand issues faced by each team member and work with other managers to resolve them promptly and consistently.
Be responsible for consistently monitoring and reporting on team KPI's and goals.
Be responsible for communicating and training team members on new system features and company updates as needed.
Effectively manage the team schedule to maintain a consistently high level of customer support at all times.
Manage team leave and availability requests, while ensuring the team can still operate effectively.
Engage with Spocket users via email, online chat and phone calls to help answer their questions and solve any problems they might encounter.
Provide exceptional customer service that will covert potential leads into lifetime customers.
Escalate bugs and product issues to the tech team on an as-needed basis.
Collaborate on articles to help retailers and suppliers enhance their Spocket experience.
Gather user feedback and feature suggestions to help form Spocket’s product strategy.
Engage with prospective and current users on social platforms to answer forum questions and generate new leads.

We’re excited to have you because…
You have strong decision making abilities.
You have excellent people management experience.
You are passionate about working with people and you are able to demonstrate kindness and empathy in all interactions.
You have excellent communication skills that convey both confidence and charm.
You are a fast learner and genuinely enjoy seeking out the solution to problems.
You are excited to work in an environment that involves continual adaptation and change.
You are overflowing with positive energy that other people draw upon and enjoy collaborating with.
You are a self-starter that enjoys multitasking and having ownership over a number of projects.
You have a minimum of four years working experience in customer support and one year leading a team.
Bonus points for experience in eCommerce.
Bonus points for knowledge about Shopify / WooCommerce.

You’re excited about joining Spocket because...
We take care of our teammates. This is a unique opportunity to join a rapidly growing technology startup and taking care of our team on this journey is a priority.
We have curated a mission-driven workplace in which we believe in a positive and supportive team.
We offer all teammates the opportunity to provide insights on strategy and improve processes across the business.
You are eager to learn more about the fast-growing e-commerce industry.
We love hanging out. A team that has fun together, stays together!

5+ years