About Us

AfterShip is an automation platform that empowers eCommerce retailers to create and manage the world's best online shopping experiences. Powering the tracking of over 4.4billion order shipments for over 17,000 eCommerce retailers like Amazon, Harry's and Kylie Cosmetics, AfterShip is the one-stop shop for eCommerce tools that support website pop-ups, advanced email flows, page building, shipment visibility, branded shipment tracking, proactive email and SMS notifications, returns, and exchanges.

Our strong product market fit, prioritizing solving real problems for our customers, has resulted in a strong growth trajectory for the company. We secured a 66 million dollar Series B in 2021.

At AfterShip, we are building a diverse and high-performing culture that encourages collaboration and experimentation on a global scale. Even as a company with over 10 years under our belt and 450 AfterShippers across our 8 global offices, we embrace a dynamic and agile approach to our work.

We operate with a flat team structure, where you will have opportunities to contribute your ideas and take ownership over your work to create meaningful impact for the business and the customers we serve. If you're looking for a vehicle to achieve your professional goals and work alongside fantastic teams, we invite you to join us.

About the Role:

We're looking for a Head of Customer Support to join our rocketship here at AfterShip. Reporting to the Director, you will provide the ultimate customer experience and work to develop all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer support across multiple channels ( Email/Ticket/Live Chat). You are a driven team player that thrives in a fast-paced, growth-oriented environment where you can work towards the success of our top DTC brands.

What You’ll Do:

• Create a culture and processes which achieve the business goals and objectives with regards to their customer service;
• Continuously improving SLA, CSAT (Customer Satisfaction), or other Customer Metric..
• Formulating and revising customer support policies and promoting their implementation.
• Delivering performance evaluations and following the disciplinary process according to company policy.
• Use Customer Insight and Root Cause Analytics to identify company wide improvements and present these to peers.
• Managing the budget of the customer support department.

Requirements:

• Engineering graduate with 12+ Years of experience
• Extensive experience of managing operational customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Established track record of exceeding Un ding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
• Demonstrate ability to motivate and communicate with team members and cross-functional teams at all levels.
• Exp in setting up a support team from 0 to 1 will be a plus.

Why You Should Join Us:

We are super proud of our diverse and geeky culture, started by our software engineer turned CEO and cultivated by a group of amazing people from all over the world. You'll be part of a solutions-oriented team that puts egos aside to achieve new milestones and tackle challenges together.

We're a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (Toronto, Austin, Barcelona). You're empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you'll be able to have a schedule that fits your working style and the requirements of your role.

We have great ambition to make buying and selling easier for everyone in this world -- one of the most exciting spaces for a technology start-up to be in. There is virtually no ceiling for either what you will be doing or learning here, and we want to support you to grow exponentially, along with the company.