Manager, Customer Support

| Greater Boston Area
We’re looking for a leader for our support team who is passionate about providing awesome customer experiences within an entrepreneurial and dynamic environment. As our Support Manager, you’ll interact directly with customers on a daily basis and contribute to developing initiatives to improve the customer experience while supporting and mentoring our amazing support engineers. This is an awesome opportunity to lead a team of support engineers who are excited about helping our customers work through their support concerns.

You are:

  • Empathetic: you can put yourself in a customer’s shoes and demonstrate a high level of service and care in every interaction
  • Adaptable: you’re able to switch gears easily and are open to new processes and ways of working 
  • Results-oriented: you are driven to ensure all open issues are resolved in a timely and sustainable manner
  • Resourceful: you are able to use the resources available to you and aren’t afraid to dig in and test on your own to fully understand an issue
  • A Skilled Communicator: you’re comfortable communicating with a wide range of individuals, titles, levels of technical ability, etc across a variety of channels (email, chat, phone) both within Zaius and with our customers.

Responsibilities:

  • Work collaboratively with leadership across departments to ensure product feedback is delivered, customer expectations are set and customer needs are met
  • Define and implement support processes for the team and satisfaction assessment for customers
  • Lead by example via resolving technical tasks, driving investigation requests, and identifying and reproducing technical issues within the Zaius platform

Technical Skills:

  • SQL Javascript/JSON 
  • Nice to have:
  • HTML/CSS
  • Familiarity with REST APIs 
  • Experience with Ecommerce platforms (Shopify, Magento, etc) 
  • Experience with Liquid

Zaius is the Activated Customer Data Platform that assists growing brands to achieve higher CLTV by delivering relevance across the entire customer journey, from anonymous browsers to loyal shoppers.
Zaius is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • AsanaManagement
    • ConfluenceManagement
    • SmartsheetManagement
    • MondayManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Located steps away from North Station T stop and TD Garden, a hot spot for food, drinks, coffee, and entertainment

An Insider's view of Zaius

What are some social events your company does?

We are continuously planning unique events internally that allow us to include philanthropy, such as our latest ping pong tournament, that helped raise money for Cradles to Crayons. Another was our holiday drive to give to Warm Hearts Warm Hands.

Our favorite annual tradition and staple of the office is watching the premiere of Star Wars together

Hayley

Culture Specialist

What's the biggest problem your team is solving?

80% of 1st time ecommerce purchasers will never make a 2nd purchase, the cost of acquisition is rising and competition is a click away.
Zaius provides brands with an understanding of their customers in order to rise above the noise, respond tounique needs, and preferences, ultimately driving repeat purchases. Loyalty starts with understanding.

Tom

Director, Account Management

What are some things you learned at the company?

I’ve learned to trust myself and my ideas. In my work, no two projects are the same, so I’ve learned to problem-solve and provide unique solutions to unique scenarios.

Ingrid

Platform Architect

What is your vision for the company?

To assist every brand with every interaction with every customer.

Spencer

CTO

What projects are you most excited about?

For me, it's always about the data, so I'm most excited to be working on features that add value to the data that clients bring with them to Zaius. Some of that value is in developing new insights, in a way where the sum is greater than the parts. Some of that value is in new experiences that showcase the data and insights to drive brand success.

Lauren

Director, Product Management

What are Zaius Perks + Benefits

Culture
Partners with Nonprofits
We participate in TUGG events to help local nonprofits.
Friends outside of work
Eat lunch together
Intracompany committees
We have a culture club with a representative in each department to help share feedback, wants, and suggestions from the whole company.
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Zaius employees are able to start and end their day with flexible work hours, depending on what works best for them.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have an unlimited amount of PTO.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Tax free options for both parking and commuter needs!
Company Outings
Acme Co. hosts company outings Semi-annually.
Stocked Kitchen
Cereal, smoothies, chips, granola, fruit, chocolate, you name it, we got it!
Some Meals Provided
We have a monthly team lunch along with breakfasts and cookies every other week.
Happy Hours
We have monthly in house happy hours with games, trivia, potlucks, and other fun themes!
Pet Friendly
We are welcoming to all pups!
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Lunch and learns
We offer lunch and learns as needed throughout different departments.
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