Job details

Technical Lead

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.

Summary

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.

BigCommerce, named a "Best Place to Work" in 2023 is looking for a Lead Technical Support Representative (Tech Lead) for our 24x7 Customer Success Services (CSS) team. As a Tech Lead, you will assist the CSS management team in coaching, developing and supporting a team of dedicated CSS support staff in a culture where exceptional service to our customers is the paramount focus.

What You'll Do

Monitor and review client facing interactions for actionable coaching opportunities while focusing on improving client experience and KPI performance for individuals and the team at large
Conduct monthly one-on-ones with agents to help track their progress and provide coaching on how to improve current performance and coordinate action plans with your shared team manager
Utilize your strong work ethic and high degree of accountability to set an example for your agents and the support organization at large
Assist your team manager in operational and coaching matters within their group of multi-channel technical support professionals
Report progress to leadership, up to and including executive leaders, on your successes and challenges with the assigned team
Leverage conversational skills to de-escalate sensitive merchant issues, from our small and medium sized clients up to Fortune 100 companies who have escalated to leadership
Collaborate with Workforce Management and other operational specialists to provide reporting and analysis on key performance metrics on a weekly and monthly basis via systems such as Salesforce and Five9

Who You Are

Minimum 12 months tiered direct customer support role at BigCommerce, while meeting or exceeding all performance metrics
Objective thinker when reviewing data and advising leadership about performance
Able to work independently with the flexibility to work any shift in a 365 24/7 environment
Strong behavioral coaching style with emphasis on time management, resource management, personal accountability, and objective-based career growth
Excellent written and verbal communication skills as well as strong motivational leadership skills
Mojo champion and role model of the BigCommerce core values
Superior knowledge of the BigCommerce platform and ecosystem
Able to motivate teams and individuals

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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Not all candidates will be eligible for the upper end of the salary range (or have the minimum apply to them), but rather, the exact salary will be dependent on the successful candidate’s location, relevant knowledge, skills, and qualifications.

Targeted salary range

$40,200—$67,900 USD

Diversity, Equity & 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.

By BigCommerce

BigCommerce is a publicly listed ecommerce platform that provides industry leading open SaaS and composable ecommerce platform to retailers. Thousands of B2C and B2B companies across 150 countries and industries rely on BigCommerce to innovate their

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