ecommerce operations Team LeaderTahche Outsourcing Services Inc.

Our US Partner Client is the fastest-growing SaaS solution in the third-party logistics market. Keeping up with the massive increase in online retail activity from companies like Amazon, Shopify, Target, and the growth in supply chain logistics can be challenging for warehouses. Born within an active 3PL warehouse, they are the first cloud-based warehouse management platform to better serve customers and increase warehouse efficiencies to grow their businesses. They pride themselves on understanding and delivering best practices and excellence to 3PLs and their customers.
 
The Operations Team Leader acts as a liaison between the Tier 1 Customer Support and the leadership team helping with case and escalation volume distribution, case inspections, coaching support engineers, and always looking for opportunities for process improvement. The Team Lead also supports and communicates with internal and external customers handling cases through different communication channels (chat, phone, and email via a ticketing system), as well as engages in internal projects and tasks.
 
This is a full-time role, on a US shift and on an Onsite (Cebu-based) work set-up.
 
If you have the right skill set, this may be your opportunity to enter this fast-growing organization.
 
DUTIES AND RESPONSIBILITIES:
Serve as an initial escalation point for questions around customer tickets, internal
process, troubleshooting, etc., with the ability to escalate to subject matter experts and/or other support leaders as needed.
Inspect and ensure case volume gets distributed accordingly during the day
Regular involvement in helping to onboard and mentor new hires
Assist with developing and rolling out team/company process improvements to enhance customer's support experience
Assist with developing and coordinating enablement and training for the team
Perform regular QA analysis on cases
Regularly deliver feedback and coaching to Tier 1 Customer Support on aspects such as effectiveness, customer response, case management, etc.
Work with the Support Management team to maintain consistency across all teams with process and quality of Support
Assist in recruiting and hiring top talent
Measure and drive Technical Support outcomes and effectiveness
Perform Tier 1 Customer Support-related tasks less than half of the time
Serves as the liaison between internal teams and the customers
Understand 3PL warehouse clients' business objectives act accordingly
Available on rotation for 24/7 on-call escalations for critical issues
QUALIFICATIONS:
5 + years of experience in a support leadership role
2+ years of experience in technical support and/or customer-facing roles
Experience related to software, e-commerce, or warehousing
Confidence with technical troubleshooting and problem-solving
Fantastic oral and written communication
Amazing people skills with a zeal to work with customers
Thrive in a fast-paced, constantly evolving, team environment
The ability to be highly organized in teaching and coaching others while also staying on top of your own work
An excellent work ethic and attention to detail
Hands-on experience in a technical support capacity, supporting customers using an
Enterprise Software or SaaS solution
Hands-on experience managing customer issues through a ticketing solution Salesforce Service Cloud
Prior experience taking calls directly from customers in a technical support capacity
Be willing to occasionally alter your schedule to be available for your team as needed
Ability to delegate tasks and manage team projects to ensure they reach completion
Ability to coach teammates and provide constructive feedback
Effective at building relationships, collaborating, and influencing individuals both on your team a cross-functionally
Ability to maintain composure and adapt to changing business needs in a fast-paced, high-growth environment
NICE TO HAVE SKILLS:
Working knowledge of Supply Chain and Warehouse Management Systems
Experience with SaaS support
Basic knowledge of SQL, SOAP APIs, REST APIs, and/or EDI
Leadership/management experience with a support or similar environment
Experience working closely with team members across different time zones
WHAT'S IN IT FOR YOU?
Full-time permanent position
Competitive compensation package and benefits
Be part of a dynamic US Team
13th-month pay
Paid Leaves, commutable to cash
Access top-tier health insurance, including dental coverage.
Personal development and training opportunities
We cover Government-mandated benefits (SSS, Phil health, Pag Ibig, Maternity or Paternity leave benefit, Solo Parent Leave, etc.)
Participate in a variety of activities, including team outings, sports events, and other fun events to foster camaraderie.
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Youtube: https://www.youtube.com/channel/UC7JTHWeL8Mf2hx5s-LieXAA
 
Apply now and be part of Tahche!
 
Not a candidate? If you're a foreign business looking to build world-class teams with top Filipino professionals, why not HIRE WITH TAHCHE? Visit our website at tahche.ph to learn how.