The Job:
Daasity has a tremendous opportunity for a proactive Manager of Daasity’s Tier 2 Tech Support team who will always go the extra mile to delight our merchants and deliver an exceptional experience. You will become our merchants’ proverbial hero by leading the team who works closely with them and/or internal Daasity teams and technologies to triage and resolve data issues or challenges. Interactions between the Support team and customers will have a direct impact on Daasity’s reputation, growth and revenue.
Who Should Apply?
Daasity is seeking a high energy, results oriented customer advocate capable of motivating an already exceptional support team to even higher levels of customer satisfaction. Successful candidates have a passion for business intelligence, demonstrated SQL skills, advanced critical thinking and problem-solving skills. Your team will be some of the best support folks in the enterprise analytics support industry. You will be tasked with coaching and mentoring them in a way that meets the needs of someone always looking for new and challenging situations, all the while providing a stellar support experience for our large and rapidly growing customer base.
What will your day-to-day look like?
- Manage Support Engineers across several shifts based in US Eastern Time Zone
- Serves as a resource for employees on policies and procedures
- Constantly evaluate and refine the customer's technical support experience to provide the best results possible
- Constantly evaluate and refine the technical support staff experience to maximize efficiency while maintaining a high level of positive motivation (i.e. keep it fun)
- Define and collect KPIs to manage capacity planning and escalation management
- Ensure team meets or exceeds service level agreements (SLAs)
- Research and investigate escalated cases and route to the best resource
- Closely interact with Product and Platform teams to diagnose escalated issues
- Manage communications about escalated issues with other Daasity staff and with Customers
- Maintain an in-depth technical knowledge of all Daasity products
- Establish and maintain effective working relationships with subordinates, peers and supervisors
Requirements:
- Willingness to work an Eastern Time Zone based schedule
- 3+ Years management of a team of 5 or more Technical Support Engineers (TSE)
- 3+ Years writing SQL
- Experience reviewing and making API calls
- Excellent communication skills (written and oral) uniquely tailored so that the intended audience can easily understand
- Excellent organization, time management, and task prioritization skills
- A self-motivated, detailed, results-oriented mindset
- Ability to identify trends & put processes place to address commonly solved issues
- Steady composure in the face of difficult situations
- Excellent technical troubleshooting skills
- Ticketing system experience – Hubspot experience a plus
- Experience with project management tools such as Asana
- Experience monitoring and researching workflow error logs
- Direct to Consumer/eCommerce experience
- Familiarity with navigating SaaS based platforms and software deployment
- Familiarity with data visualization platforms (Looker, Tableau)
- Ability to think logically and analytically
- Management of TSEs in support of complex analytics software
- Enthusiasm to work in a fast-paced, collaborative environment
- Experience in smaller company settings where everyone rolls up their sleeves, and a proactive self-directed attitude is a must
- Customer-first attitude, willing to go the extra mile to deliver an exceptional customer experience.
Who We Are:
At Daasity, we believe every company – no matter the size – should have access to the data and tools they need to be successful. But far too often, that’s not the case. Founded in 2017, Daasity is the first and only data analytics platform built exclusively for Direct-to-Consumer brands by industry leaders in the Direct-to-Consumer space.
Daasity provides DTC brands with a business insights solution tailored to their specific needs. Start seeing value today with a platform that’s built to last for tomorrow. When it comes to making big decisions and big data, we get it. When it comes to your business, we get that, too.
Daasity embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.
What We Offer:
- Remote first organization
- Competitive compensation
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical coverage for you and your dependents
- Equity shares
- Growth potential company-wide
- Collaborative, transparent, and fun loving work environment
Application Process:
These steps may vary by role and are dependent on the needs of the company.
- Application Screening
- Initial/Behavioral Interview with the Recruiting Team
- Interview with the hiring manager
- Follow up interview, if applicable
- References
- Offer Package
- Background Check
Thank you for considering Daasity!