Full-Time

Customer Support Manager

Posted on 6/4/2024

MyCarrier

MyCarrier

51-200 employees

Web platform for competitive shipping rates

Mid

Scottsdale, AZ, USA

Required Skills
Communications
Zendesk
Requirements
  • 2+ years of experience in a management or supervisory role
  • 2+ year customer support, technical support, or related experience
  • 2+ years Call Center experience preferred
  • Experience with a ticketing system, such as Zendesk
  • Transportation or logistics experience is a plus
Responsibilities
  • Manages day-to-day operations in the Customer Support department
  • Manages, train, and mentor Customer Support team members
  • Develops and implements effective customer support procedures, policies, and standards
  • Maintains accurate files and records for the customer support function
  • Works with Leadership to establish Customer Support KPI’s
  • Tracks and report KPI’s regularly to Leadership
  • Track and report escalated and resolved technical issues weekly
  • Stay informed on the latest industry techniques and methods
  • Mediate customer escalations from customer support
  • Document system bugs and other potential issues
  • Escalates issues to the appropriate team for resolution
  • Manages and triages new carrier requests to API service provider
  • Manages carriers in MyCarrier system
  • Incident Communicator: Create and send external communications
  • Manages any severe partner carrier-specific issues
  • Ensure efficiency of Customer Support activities by creating and managing Macros in Intercom
  • Manages the “Articles” function of Intercom
  • Manages the automation function of Intercom
  • Manage the level 2 ticketing system, Zendesk
  • Work with API service provider to establish priority on escalated tickets
  • Identify areas of opportunity for the department
  • Support activities to meet established KPI requirements during high volume periods

MyCarrier offers an intuitive web platform for LTL/FTL shippers, featuring advanced tracking and reporting technologies to improve visibility and accuracy, ultimately enabling shippers to secure competitive rates.

Company Stage

Series B

Total Funding

$36.3M

Headquarters

Scottsdale, Arizona

Founded

2017

Growth & Insights
Headcount

6 month growth

6%

1 year growth

16%

2 year growth

45%
INACTIVE