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Customer Service Lead

PackageRoute
PackageRoute
Job Functions:
Customer Service
Employment Types:
Full-time
Locations:
Remote
Posted on:
07/21/2022

About PackageRoute

We are a high-growth startup built by a small team of entrepreneurs and software developers. PackageRoute helps contractors and their drivers streamline package delivery and pickup operations within the FedEx Ground ecosystem. We help thousands of people to deliver 1.4M+ packages, every single day. Recently, we were acquired by Alpine Software Group (ASG) to continue our growth in last-mile delivery and the logistics space at large.

The Role

This is an exciting opportunity to become the leading customer support voice for our company. You will be responsible for answering any customer inquiries, and providing excellent technical support. Take ownership of our Support processes and introduce new ones to streamline the experience for customers. Lead our growing support team; enable their success with coaching and mentorship. We welcome those who thrive in an entrepreneurial environment, and if you are a results-focused self-starter.

Responsibilities

In this role, you will:

  • Respond to daily call, text and email support requests via Zendesk
  • Escalate high-severity issues to Engineering team in a timely manner
  • Perform QA regression testing between app releases to ensure a consistent customer experience
  • Provide direction and coaching to customer support team to maintain an exceptional service level
  • Manage support metrics, performance criteria, and procedures to facilitate a culture of accountability and continuous improvement
  • Develop internal, scalable client support procedures and constantly innovate on existing ones
  • Maintain knowledge base of customer support resources
  • Assist in onboarding new customers

Qualifications

You may fit the role if your experience includes:

  • 3+ years experience in software/IT technical support
  • 2+ years experience as a Support Manager preferred; or equivalent combination of education and experience
  • Track record of meeting/exceeding SLAs for customer support requests
  • History of developing teams for enterprise-level software support
  • Familiarity with tracking key performance metrics and generating reports
  • Agile software development methods & tools (Confluence, Jira, Trello)
  • Comfortable working with Android and IOS devices
  • Comfortable working weekends (if necessary)
  • Eastern-Timezone preferred
  • Experience in last-mile logistics a plus
  • BS/BA degree or equivalent

Skills

  • A leader by example - treats customers and coworkers with respect and humility
  • Strong oral and written communication skills
  • Attention to detail - does not let important details slip through the cracks
  • Intuitive problem solver - ability to pose the right questions to customers
  • Sense of urgency - knows how to prioritize between simultaneous projects
  • Fast-learner - is able to pick up new technologies quickly and apply them

Compensation

  • Competitive compensation
  • Medical, dental and vision healthcare coverage
  • Discretionary PTO
  • Tech career progression
  • Paid parental leave
  • 100% Remote
See more positions at PackageRoute
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