Automatiq

Fulfillment Support Team Manager

Automatiq

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $80,000 - $90,000 per year

About the role

  • KPI & CSAT Accountability: Maintain full ownership of departmental success by ensuring all staff meet or exceed fulfillment rates and support SLAs, with a primary focus on high seller CSAT scores.
  • Stakeholder Education & Mitigation: Ensure sellers are properly educated on fulfillment processes to mitigate faults and clarify internal vs. external responsibilities.
  • Strategic Prioritization: Manage day-to-day operations by assessing urgent support needs and assigning tasks to Team Leads based on seller segmentation.
  • Rapid Response Leadership: Maintain a leadership presence in relevant Slack channels to provide real-time guidance and support time during business hours, ensuring rapid resolution for external issues.
  • Data-Driven Analysis: Leverage platform data to analyze throughput, identify resource gaps, and proactively optimize processes to improve support delivery.
  • Quality Assurance: Conduct audits on cancelled orders and fulfillment types to ensure "problem orders" are communicated effectively and resolved for positive external outcomes.
  • Collaborative Syncs: Hold weekly team meetings to discuss successes, feature deployments, hiring needs, and the upcoming weekly focus.
  • AI & Process Innovation: Proactively identify opportunities to integrate AI and automation tools to streamline reporting, predict volume spikes, and reduce manual administrative tasks for the team.
  • Coaching & Mentorship: Foster a culture of objective feedback tied to organizational goals and quality support delivery through regular meetings and reviews of check-ins and upward feedback.
  • Operational Cadence: Foster a high-performance culture by conducting weekly 1:1s with direct reports to remove roadblocks and provide career coaching.
  • Performance Reviews: Execute annual performance reviews and lead quarterly talent reviews during Manager Summits.
  • Morale & Culture: Take full ownership of team health, ensuring a high-performance environment that balances productivity with employee engagement.
  • Training & Documentation: Develop and implement training programs to elevate team results; ensure all SOPs and Knowledge Base articles are current and accessible to support effective external communication.
  • Capacity Planning: Develop staffing schedules in conjunction with Team Leads, using data to ensure adequate support coverage during peak volume periods.
  • Budgetary Control: Oversee the total departmental impact of budgeted hours, bonuses, and overtime as defined by company policy.
  • Structured Onboarding: Accelerate "time-to-productivity" for new hires by facilitating a structured curriculum, including shadowing schedules and technical integration to ensure immediate support readiness.
  • Cross-Functional Coordination: Partner with HR and IT to ensure seamless provisioning of tools and infrastructure for all new team members.
  • Leadership Resource: Serve as the primary point of contact for Team Leads regarding new hires and coach them on best practices to navigate organizational structure and high-level concerns.

Requirements

  • 3+ years experience as customer support agent
  • 1+ year as Team Lead in a people management role
  • Demonstrated capacity and passion for people management
  • Data Proficiency: Ability to use ticketing metrics and team KPIs to identify workflow bottlenecks and provide clear evidence for process changes or resource requests.
  • Experience driving process implementation and system development
  • Strong communication skills and ability to train new team members
  • Ticketing industry experience preferred but not required
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisKPI managementCSAT measurementticketing metricsprocess implementationsystem developmenttraining program developmentquality assurancecapacity planningbudget management
Soft Skills
leadershipcommunicationcoachingmentorshipcollaborationstrategic prioritizationproblem-solvingemployee engagementperformance managementfeedback delivery