Job description

Are you driven, results-oriented and a team player?

With 15,000 customers in over 15 countries, StoreHub's mission is to make business awesome for everyone by providing retail & restaurant businesses the technology and services they need to succeed.

At StoreHub, we’re building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.

It is on such a team that you learn the most, perform your best work, improve the fastest, and have the most fun. If this is a journey you’d like to embark on, keep reading!

In the Customer Care Manager role, you’d be responsible for monitoring the support team’s ticket queues, ensuring that tickets are being assigned and completed in a timely manner. As the team manager, you will be on the pulse of issues regarding personnel, performance, customer perception, and project status, and work closely with colleagues and the Head of Customer Experience to ensure consistent, high-quality service.

You don’t need to be an expert or know everything about our industry (even we don’t!). But the work is challenging, fast-paced, and always on the bleeding edge. So, we’re looking for someone with a curious mind, a strong drive to make things happen, and a passion to keep improving yourself.

What you will do:

• Lead the Customer Care Team of 40+ individuals and drive the team performance
• Coach team members on the quality of their responses to match world-class standards of customer service
• Analyse, improve and automate existing Customer Care processes with focus on scalability
• Ensure service levels (CSAT, average response time, etc.) are consistently exceeded
• Provide customer feedback to the appropriate internal teams, like product developers
• Develop and track daily, weekly and monthly reports on support team’s productivity

What you will need:

• At least 3 years experience as a team leader in customer care team
• Experience in a technology, B2B, SaaS company
• Strong knowledge of management methods and techniques
• Solid technical background with an ability to give instructions to a non-technical audience
• Working knowledge of customer service software and tools
• Awareness of industry’s latest technology trends and applications
• Ability to think strategically and to lead
• Excellent client-facing and communication skills

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you will work with. Expect to do a lot of peer-learning.
• Culture of Candour. We embrace directness, hate bureaucracy, and move fast. If you’re tired of ‘corporate nonsense’ you’ll feel right at home.
• Cutting edge tools. If something can be automated, we’ll make it happen. You will be introduced to over 20 different tools we use that support basic tasks, so that we can focus our minds on the kind of work that matters.
• Data availability. The biggest benefit of using a lot of tools is that we have a LOT of data and easy access to analytics. This helps us make more informed decisions and get more precise outcomes.
• It’s the Impact that counts. We recognise that results are not tied to the number of hours put in to achieve them. There’s no reward for long hours with poor results and there’s no penalty for going home on time when you’re producing excellent work. Of course, to be great, most of us have to put in considerable effort, but hard work and long hours are not how we measure or talk about a person’s contribution.

We do have all the other cool perks too:

• Fully stocked fridge and pantry - ice-cream, snacks, and more yums
• Medical and HMO
• Apple Macbooks for everyone
• Learning Budget - for courses, books, and levelling up
• Many opportunities for career growth and development

We are an equal opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Job Type: Full-time

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