Manager, Customer Support

We are seeking a Manager of Customer Support I, 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 Support’s leadership team. Please note this role requires 2 days/week in office at our Mill Valley, CA WeWork 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 team’s 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:

• 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 problem

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 $90,000 to $95,000 + bonus + equity + benefits. The range provided is Shopmonkey’s 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 factors. In addition to this base compensation company stock options and benefits as outlined below are included.

🏡 Fully Remote Work!

• $750.00 to set up your home office 
• $20 phone/internet monthly reimbursements 
• Virtual activities and in-person meet-ups
• Laptop and super rad swag provided 
• Unique opportunity: This is the best form of hybrid! All teams get to travel and meet up for collaboration at least once/year. Shopmonkey also hosts an annual company-wide get together we call Kick off Rally

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 founder’s story, life page, or hear from real employees about what it’s 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 3,500+ 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 America's Best Startup Employers list (and #1 in Business Products & Software Services).

Shopmonkey was once again named as one of America's Best Startup Employers by Forbes in 2023 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 individuals. In 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 hiring@shopmonkey.io. 

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 ‘@Shopmonkey.io’. 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 Shopmonkey’s 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.