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.