Manager, Customer Support I

We are seeking a Manager of Customer Support - Tier 1 you will have the opportunity to energize not only our Team Leads and Customer Support Representatives in the contact center but also our Shops! In this role you must leverage your exceptional leadership skills to not only build your team but also develop and coach your team for success. You will also 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 both internal and external Shop issues. You will 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. Additionally you will 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 all while supporting the vision of the Customer Supports leadership team.Please note this is a hybrid role with 3 days/week in office expectation at our Morgan Hill California office.

Shopmonkey is a growing and changing startup so this role will include variety change challenges and creativity in designing solutions which goes beyond the typical support role.

You Will Have The Opportunity To:

• 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 teams 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

We Are Looking For People Who Have:

• Bachelors Degree in Business Management or related field of study or equivalent work experience
• 5 years of experience supervising a contact center or similar role; inbound call center experience preferred
• Demonstrated effective leadership and people management skills proven ability to effectively develop coach and motivate employees
• Well-versed in contact center-specific Workforce Management concepts and tools
• Ability to prioritize and work well both independently and as part of a team
• Strong organizational and time management skills
• Demonstrated ability to motivate teams to provide best-in-class customer service
• Proven ability to work well under pressure making sound decisions quickly in a fluid fast-paced business environment
• Creative thinker with an innovative approach to problem-solving
• Outstanding verbal and written communication skills
• Prior Google applications proficiency with statistical reporting (MS Excel) Workforce Management Software as well as forecasting/scheduling related software packages
• Strong analytical and mathematical skills to collect and interpret data to solve problems

Bonus Points:

• Experience in hospitality automotive industry call center or fast-paced startup
• Ability to take direction from peers and managers
• Dependability and self-management skills
• The ability to speak Spanish is a plus!
• Experience using bookkeeping software

In the United States the range is typically a salary of $70000 to $80000 bonus equity benefits. The range provided is Shopmonkeys reasonable estimate of the base compensation for this role. The actual amount will be based on job-related and non-discriminatory factors such as location experience training skills and abilities. Consult with your Recruiter during the initial call to determine a more targeted range based on these job-related addition to this base compensation company stock options and benefits as outlined below are included.

Why Shopmonkey

Shopmonkey has become an amazing environment where employees feel that they are valued as people and not just worker bees. To ensure that our team thrives we invest in the following perks (benefits below are mainly for U.S. based full-time employees)Other benefits vary upon location outside the United States and employment status):

Health & Wellness

• Medical dental vision and life insurance benefits available the 1st of the month following hire date
• Short term and long term disability
• Employee assistance program
• Reimbursement for a personal health and wellness membership
• Generous parental leave
• 401(k) available upon hire

Time Off

• 11 paid holidays
• Flexible time off - take the time off you need!

Giving Back

• Matching donations for approved charitable organizations
• Group volunteer efforts

Check out our founders story life page or hear from real employees about what its like to work at Shopmonkey.

Join our team of hungry humble smart people who love what they do and change the auto industry by helping every shop thrive.

About the Industry

The U.S. is the second largest passenger vehicle market with more than 260 million registered passenger vehicles and the global car repair market is estimated to be worth more than $500B. Shopmonkey aims to change the status quo and enable auto shops to become more efficient and give their customers a more delightful experience.

About Shopmonkey

Shopmonkey is the leading auto-repair shop software company; it is a cloud-based solution that helps auto-repair shops consolidate tools save time and streamline their entire operation onto a simple easy-to-use platform.

Headquartered in Silicon Valley and trusted by more than 3500 auto shops across the U.S. and Canada Shopmonkey aims to change the status quo of the car repair market estimated to be worth more than $500B.

In 2021 Shopmonkey raised a $75 million Series C supported by top-tier Silicon Valley venture capital firms Bessemer Venture Partners Index Ventures Headline I2BF and ICONIQ Growth.

In 2022 Shopmonkey was named#4 on Forbes annual ranking of Americas Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of Americas Best Startup Employers by Forbes in2023 and 2024.

Shopmonkey is committed to building a diverse and inclusive team. We are looking for team members from all backgrounds that are committed to the Shopmonkey mission.

Shopmonkey provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Shopmonkey is committed to the full inclusion of all qualified keeping with our our commitment Shopmonkey will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact our Talent Team at.

Please note: Shopmonkey will never request sensitive information such as your social security number bank account information or other non-publicly available information during the application and interview process. If an applicant is extended an offer of employment such sensitive information will be requested at that time. Shopmonkey will never ask you to receive and ship packages or goods as part of the interview. Other practices to be on alert for:

• Contact initiated via unsolicited text message or cold call. Shopmonkey does not follow up with candidates through instant messaging applications.
• Our Talent Acquisition team only corresponds from email addresses with the domain @. If a generic email ID ending with Gmail/Yahoo or other domain is used while receiving a job offer or interview call there is a likelihood of a scammer.
• While some of our jobs can be found on third party job sites all of our current job opportunities and descriptions are posted on Shopmonkeys Careers page or our official LinkedIn Company Page

The U.S. Federal Trade Commission has published helpful articles to help individuals learn more about protecting themselves from recruiting scams and financial fraud. If you believe you were a victim of such a scam you may contact your local law enforcement agencies. Shopmonkey is not responsible for any claims liability losses damages or expenses resulting from scammers or impersonators.