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VP of Customer Success

Head of Customer Success

Do you want to be part of a world class organization that is experiencing explosive growth and changing the way people shop online?

We are looking for a fearless leader who can lead, mentor and train our technical Customer Success team. We want someone who understands that our customers are our #1 priority and is eager to help solve our customers technical problems. You will be a champion of Shopgate's culture and values. With some pretty lofty goals ahead of us, we know that we can only do it with the most passionate Customer Success team and that starts with you - employees who love knowing their troubleshooting work is helping our clients make more money online.

The major task of this position is to fully manage our integration and technical support department (Customer Success) for the United States and investigate, analyze and implement process improvements to ensure the overall Customer Success operation is running smoothly and efficiently.

This Job Is For You If:

  • You are a process improvement whiz kid! You have a strong analytical background that understands processes and can implement continuous process improvement projects that decrease the time it takes for customer launch
  • Good knowledge of web-based technologies, basic coding, and database systems (PHP, MySQL, Javascript, HTML, CSS)
  • When it comes to managing a team you run circles around your colleagues
  • You are a techie who speaks code, but also a customer guru who can communicate effectively with internal staff and external customers over E-Mail, Forum, Phone, Ticket
  • You have an unrivaled technical background. Some would say you are the Maharaja of technical support
  • You are an exceptional problem solver with the ability to drill down and find the root cause of problems in an effort to avoid issues
  • You are borderline OCD when is come to prioritization. We need someone who can analyze and map what issues and project are of the highest priority
  • You have demonstrated experience streamlining the ticketing process to make sure support tickets are allocated to the correct level of support and completed with a set period of time
  • You are ready to create a company culture that rivals all other tech companies in the Phoenix area
  • You love to have fun. We are a startup tech company in hyper growth that works hard and plays hard so it’s only natural that you like to have fun with the team

What You’ll Do on a Daily Basis:

  • Lead, mentor and train the Customer Success department
  • Create, optimize, and improve workflows
  • Communicate between other departments and integration
  • Support the integration staff technically
  • Prioritize issues
  • Solve High-Level Issues
  • Track department performance
  • Manage escalations
  • Manage ticketing system
  • Create reports

Gotta Haves:

  • 5+ years, including 2+ years at a Manager or Director level in a customer facing technical position
  • Good knowledge of web-based technologies, basic coding, and database systems (PHP, MySQL, Javascript, HTML, CSS)
  • Minimum of a Bachelor’s degree in a technical discipline, ideally possess a Master’s degree in a business related subject. Six Sigma certification would be a bonus
  • Proven track record of building and scaling technical support operations, particularly in a fast paced startup or tech environment
  • Strong experience managing technical support and customer care, and proven ability to build a world class team
  • Goal-driven, roll up your sleeves personality with the power to act cool and calm under pressure
  • Ability to get better and learn every single day. If you are ready to learn you will be a Rockstar in our organization
  • Experience working in a fast-paced environment
  • Drive to want to build and lead a world class Customer Success

What can Shopgate Offer You?

  • A fun and rapidly growing mobile commerce company with a laid back start-up attitude.
  • Relaxed dress code.
  • Fixed salary on the higher end of the market
  • Excellent U.S. and global career opportunities in a short time.
  • A vibrant, International environment with a vision and strategy to change the online shopping behavior of millions of people.
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