BigCommerce’s mission is to help merchants sell more at every stage of growth, from small startups, to mid-market businesses to large enterprises. We focus on being the best ecommerce platform so our customers can focus on what matters most: growing their businesses.
We are equally passionate about growing our employee’s careers and providing them an incredible experience as we rapidly expand across the globe. We are proud to have been recognized numerous times for our product and workplace culture. We empower our people and customers to build, innovate and grow, so together we can redefine the ecommerce industry.
BigCommerce is disrupting the e-commerce industry as the SaaS leader for fast- growing, mid-market businesses. We enable our customers to build intuitive and engaging stores to support every stage of their growth.
Responsibilities:
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Provide support to the FDX SA Operations team for general questions, technically advanced requests, and escalations
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Collaborate with the FDX NORAM Onboarding Manager and team daily/weekly/monthly
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Rapidly respond to escalations and de-escalate applying our escalation guidelines. Simultaneously assess and develop a technical solution for the issue and deliver a clear communication back to the client that alleviates their emotional/financial impact
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Coach SA team members in client communication methods and coordinate shadowing opportunities to demonstrate said methods
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Identify, track, and escalate trends that indicate large-scale systemic breakdowns of technology or processes.
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Coordinate with Account Directors to ensure that important communications reach the client and to assist with clarification of the services associated with the client’s account
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Assist team members with investigations and troubleshooting efforts on technically advanced requests
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Advise clients on potential solutions to their requests or issues, presenting both long-term and short-term solutions while emphasizing the advantages of more stable long-term solutions that are dynamic, automated, and require less maintenance whenever possible
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Communicate and coordinate any training for team members on operational processes and policies
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Facilitate daily huddles and weekly team meetings
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Provide regular updates to the Director FDX SA and the Senior Director of Global Operations
Requirements:
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2+ years of experience leading technical teams
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2+ years of technical experience
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Ability to build, motivate, and develop strong technical teams
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Demonstrable ability to multi-task and adhere to deadlines
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Excellent Excel/Google Sheets experience, with SQL experience a plus
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Strong relationship management, organizational, and project management skills
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CRM Software (Salesforce, Hubspot, Zoho, Asana, Toggl) or other data platforms
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Strong cultural awareness and experience in a multicultural environment
Education
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Bachelor’s degree in Business Management or Computer Science preferred or equivalent work experience
Diversity, Equity, and Inclusion at BigCommerce
Our employees make the difference. At BigCommerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at BigCommerce, please let us know during any of your interactions with our recruiting team.
Learn more about the BigCommerce team, culture and benefits at https://careers.bigcommerce.com.
Protect Yourself Against Hiring Scams: Our Corporate Disclaimer
BigCommerce, along with many other employers, has become the subject of fraudulent
job offers to hopeful prospective job seekers.
Be advised:
BigCommerce does not offer jobs to individuals who do not go through our formal hiring process.
BigCommerce will never:
- require payment of recruitment fees from candidates;
- request personally identifiable information through unsanctioned websites or applications;
- attempt to solicit money from you as part of the hiring process or as part of an employment offer;
- solicit money to complete visa requirements as part of a job offer.
If you receive unsolicited offers of employment from BigCommerce, we urge you to be extremely cautious and avoid engaging or responding.
