Shopmonkey

Customer Support

• Lead and manage the Customer Support – Tier 1 team, coaching team leads and representatives, ensuring KPI attainment and customer experience
• Fully support the delivery of the ultimate customer experience by working with your team to understand and attain key performance indicators, use data to make informed decisions, and resolve internal and external Shop issues
• Model excellent customer service by demonstrating and holding your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all Shops
• Utilize a wide range of people and operational skills to optimize the Shops and employee experience and maintain the health of daily and long-term goals while supporting the vision of the Customer Support’s leadership team
• Monitor Shops contacts to ensure interactions are at standards and provide ongoing feedback to team members on how to improve quality and service levels are met
• Manage call and chat volume through online reporting and analysis
• Oversee all day-to-day and hour-to-hour aspects of the contact center, including active and consistent daily management of employees
• Monitor and manage Chat and Call Queues
• Manage team’s daily, weekly, monthly, and long term schedules
• Support department quality assurance program
• Support and manage technology implementation projects impacting the contact center
• Generate daily reports of KPIs call and provide Customer Support Specialists with performance dashboards

Customer Support Manager I

• Liaise between Auto Shop customers and cross-functional internal teams to ensure innovative, individualized solutions, satisfying the ever-changing needs of our Customer base
• Deliver best-in-class service to our Customers using a relationship-based approach
• Respond to Auto Shop complaints and service-related inquiries professionally and compassionately; work with the Customer Support Management team to address escalated concerns
• Work closely with Engineering to triage, replicate and resolve complex customer issues
• Effectively manage workload, maintain assigned schedule, and attendance standards
• Professionally handle incoming requests from Auto Shops and ensure issues are resolved promptly and thoroughly
• Utilize tools and resources on every email, call or chat to make appropriate recommendations to our Customers on how to effectively utilize the Shopmonkey platform
• Maintain a balance between company policy and Customer benefits in decision making
• Meet department performance standards for servicing and responding to ticket escalations
• Analyze and report trends from Auto Shops feedback, to determine needed process improvements
• Ensure that all business-related items are communicated internally and externally
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the experience our Auto Shops go through

Customer Support Representative II - U.S. based

Product Manager

• Senior Product Manager, Fintech to join Shopmonkey's Product team and lead a squad of Product, Design, and Engineering. \n• Understand customer needs, develop innovative solutions, and make resourcing trade-offs; communicate prioritization decisions. \n• Comfortable with ambiguity, taking initiative, and building collaborative relationships with stakeholders and customers. \n• If you are looking for a new, challenging opportunity and building amazing software for thousands of customers, we’d love to talk with you!\n• Define Product Strategy: Develop and champion a Fintech vision and long-term roadmap based on market research, shop feedback, and business objectives. Monitor the Fintech industry and insights into the competitive landscape and best practices.\n• Drive Execution: Drive feature scoping, prioritization efforts, and trade-off conversations – knowing what to say no to to achieve the best outcome. Craft detailed requirements and product specifications. You’ll manage the product backlog to deliver maximum impact.\n• Lead Cross-Functional Teams: Work closely with engineering, design, payment operations, marketing, sales, and legal teams to ensure successful product launches and market adoption.\n• Be the Voice of the Customer: Conduct in-depth user research and data analysis to deeply understand SMB and Enterprise customer pain points and needs. Use these insights to make informed product decisions.\n• Manage the Full Lifecycle: Oversee the entire product lifecycle, from ideation and validation, to launch and iteration. You’ll track key product metrics, such as user engagement and revenue, using them to measure success and guide future development.