Advanced Support Manager

RevolutionParts.com is a total eCommerce platform that empowers automotive dealerships to sell auto parts online.  We have innovative solutions, unlimited potential, and huge market opportunity.  Our API-based framework enables integrated shipping and fulfillment, smart catalog and date, and secure payments integration for wholesale (B2B), omnichannel retail, and dealer websites.  Our mission is to disrupt and innovate the automotive space by creating the most active parts network in North America. 

The Role

The Advanced Support Manager is a key player within our Customer Support Team, specializing in handling complex technical issues and high-level customer inquiries. This role is critical in driving customer satisfaction and retention by ensuring the swift and effective resolution of escalated concerns, alongside enhancing the skill set of our Tier 1 Customer Support Specialists through mentorship and guidance.

• Technical Expertise: Provide advanced support and troubleshooting for complex customer issues, leveraging in-depth knowledge of our products and systems.
• Escalation Point: Serve as a senior escalation point for Customer Support Specialists, aiding in the resolution of challenging customer issues and advising on best practices
• Customer Communication: Maintain professional and open communication with customers, providing timely updates and fostering a positive experience throughout their support journey.
• Documentation & Knowledge Sharing: Document all customer interactions and troubleshooting steps in the company’s ticketing system. Contribute to the company's knowledge base and support documentation.
• Process Improvement: Identify and implement process improvements and optimizations within the support team to increase efficiency and effectiveness.
• Collaboration: Work closely with other departments to deploy solutions and best practices, enhancing overall support department performance.

• A demonstrable passion for excellence in customer service, treating every interaction as an opportunity to impress.
• Proven experience (3+ years) in technical customer support, with a preference for phone and/or email-based customer interaction backgrounds.
• Familiarity with Zendesk or similar customer support software is advantageous.
• An understanding of eCommerce and technical proficiency with websites is highly desirable.

• Impact: Directly influence customer satisfaction and contribute to the growth and improvement of our support processes.
• Growth Opportunities: Advancing to the Advanced Support Manager role opens several pathways for further career development within our company. This includes potential progression to Tier 3 Support as a Team Lead, quality assurance roles where you can shape service delivery standards, or stepping into Enterprise Support Management to oversee our key accounts. We're committed to nurturing our talent, offering a landscape where skills are honed, and leadership qualities are developed for those aiming higher.
• Exposure: Constantly work with other teams such as Product, Engineering, Implementation, Customer Success, and Marketing!
• Challenge: Take on the exciting challenge of managing advanced support domains including Reporting, Product Management, Manage Application/RP Admin, DMS Integrations, and Order Management.

Are you not sure you meet 100% of the qualifications? You should still give it a try! Research shows that men will apply to a job when only meeting 60% of the requirements, whereas members of underrepresented groups typically only apply when they meet every single requirement. At RevolutionParts, we are Revolutionaries.  We build tools, products, and our people. We value diversity in backgrounds and thought, so take a shot and apply! Please highlight some of your accomplishments in your resume and cover letter so we can talk about how you can grow with us.