B2C Support & Engineering Manager
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
Job Summary
As the B2C Support & Engineering Manager you will lead our global B2C technical support operations ensuring a seamless customer experience through operational excellence efficient systems management and strong leadership.
You will be responsible for managing and developing a cross-functional team located in Canada Mexico and the Philippines.
This position combines hands-on operational oversight with strategic ownership of the systems processes and metrics that underpin the department including the HubSpot ticketing platform Amazon Shopify and NetSuite.
You will have full accountability for team performance customer satisfaction and continuous process improvement while collaborating closely with Sales Operations and R&D to maintain our reputation for technical excellence and responsive customer support.
You will report directly to the Director of Sales and will play a critical leadership role in shaping how Progressive Automations delivers post-sales technical service and customer support at scale.
Key Responsibilities
Team Leadership & Management
- Lead mentor and support a distributed team of 7 (Canada Mexico Philippines)
- Set clear expectations KPIs and performance standards to drive accountability and consistency.
- Maintain coverage and operational continuity across time zones.
- Support hiring onboarding and training for new team members to ensure consistent knowledge service and technical competency.
- Create a positive high-performing culture that encourages collaboration learning and ownership.
Operational Oversight
- Oversee day-to-day B2C operations across platforms including Amazon Shopify NetSuite and 2Ship.
- Ensure proper handling of RMAs refunds chargeback disputes and order accuracy in coordination with Accounting and Operations.
- Monitor and improve service metrics:
- First Response SLA: <4 hours
- Ticket Closure SLA: within 48 hours
- Customer Feedback (CSAT): 85%
- Coordinate Product Issue Analyses (PIAs) with R&D based on customer feedback & returns
Systems & Process Ownership
- Serve as the primary owner of HubSpot Service Hub including ticketing live chat and reporting dashboards with support from the Director of Sales.
- Develop refine and document support processes escalation protocols and reporting tools to ensure transparency and efficiency.
- Identify system inefficiencies and lead improvement projects in collaboration with internal teams.
- Leverage data insights to inform strategic recommendations for performance staffing and process optimization.
Cross-Functional Collaboration
- Partner with Sales Operations Marketing and R&D to align service practices with company goals.
- Communicate technical insights and customer feedback to drive product and process improvements.
- Represent the B2C Support & Engineering team in departmental meetings and strategic discussions.
Required Skills and Experience
- Diploma or Degree in Electronics Mechanical or Mechatronics Engineering.
- Minimum 35 years of experience managing a customer support or technical service team.
- Proven ability to lead and motivate teams across multiple regions and time zones.
- Demonstrated success in owning and improving support processes within CRM/service tools such as HubSpot Service Hub.
- Familiarity in Amazon Seller Central Shopify and ERP systems is an asset but not required.
- Strong organizational and analytical skills with a data-driven approach to performance management.
- Exceptional written and verbal communication skills.
- Solid understanding of linear motion systems actuators and related technologies is an asset but not required.
Who You Are and What You Bring to the Table
You are a decisive process-oriented leader who thrives on accountability and structure. You balance tactical awareness with strategic vision capable of managing daily operations while constantly seeking ways to improve systems workflows and outcomes.
You are hands-on when needed but you empower your team to perform independently. You take ownership of your department and act as the point person for performance metrics and results ensuring your Director can trust that the B2C Support & Engineering team runs smoothly and efficiently.
You communicate clearly build trust across departments and understand that great customer experiences come from well-designed processes and well-supported people.
What We Offer
- Work with an established market leader with high year-over-year growth and a collaborative culture.
- Hybrid work environment flexibility to work both from the office and remotely.
- Competitive compensation structure with performance-based incentives.
- The ability to directly influence departmental success drive change and make a measurable impact.
- A supportive environment where your leadership ideas and ownership are valued and visible.
Required Experience:
Manager
Key Skills
- Hospitality Experience
- Go
- Management Experience
- React
- Redux
- Node.js
- AWS
- Mechanical Engineering
- Team Management
- Leadership Experience
- Mentoring
- Distributed Systems
About Company
Progressive Automations is your primary source for high quality electric linear actuators, table lifts and accessories. Same-day shipping. 18 Month Warranty.
